Certified IT Help Desk Professional (CITHDP)

The Certified IT Help Desk Professional (CITHDP) program is a prestigious certification designed to equip individuals with the knowledge and skills needed to excel in help desk and technical support roles. In today’s technology-driven world, efficient and effective help desk support is crucial, and professionals with CITHDP certification are recognized for their ability to provide top-notch technical assistance.

The CITHDP program consists of several modules, each focusing on specific aspects of help desk operations and technical support. These modules provide participants with a comprehensive understanding of best practices, technical troubleshooting, and customer service principles.

Certification Learning Objectives:

Upon completing the Certified IT Help Desk Professional (CITHDP) program, participants will acquire a diverse skill set, including the ability to:

  • Technical Troubleshooting: Develop advanced technical troubleshooting skills to diagnose and resolve a wide range of IT issues efficiently.
  • Customer Service Excellence: Master customer service principles, communication techniques, and strategies for delivering exceptional support experiences.
  • Incident Management: Learn the best practices for incident logging, tracking, prioritization, and resolution within a help desk environment.
  • Remote Support: Acquire skills in providing remote assistance to end-users, including remote desktop support and remote troubleshooting.

Certification Requirements:

  • Bachelor’s Degree


  • 2 – 5 years of relevant work experience

Certifying Examination:

  • To be certified as CITHDP, student should take up a 1.5 hours online exam conducted by AIBM.
  • The qualifying exam would consist of 50 multiple choice questions, testing core certification modules.
  • Professionals with relevant experience and other qualifying criteria may be exempted from the examination.

Certification Modules:

  1. Technical Troubleshooting
  2. Customer Service Excellence
  3. Incident Management
  4. Remote Support
  5. Knowledge Management and Documentation
  6. Escalation Procedures and Problem Resolution

* The modules of the certification are constantly updated and are subject to change.

Who Should Do This Certification:

The Certified IT Help Desk Professional (CITHDP) certification is highly valuable for professionals across various roles and industries, including:

  • IT Help Desk Analysts: Those already working in help desk roles, seeking to enhance their knowledge and skills for career advancement.
  • Technical Support Specialists: Professionals dedicated to providing technical support and troubleshooting for end-users.
  • Customer Support Representatives: Individuals focused on delivering excellent customer service within a technical support context.
  • IT Service Desk Staff: Those responsible for managing and resolving incident and service requests within organizations.
  • Entry-Level IT Professionals: Individuals entering the IT field and aiming to build a strong foundation in help desk and technical support.

Embark on the journey of achieving the CITHDP certification to become a recognized expert in help desk and technical support, provide efficient technical assistance, and advance your career in the IT support industry.