20 Best Help Desk Certifications for Upskilling in 2025
Looking to stand out in the competitive customer experience sector? A help desk certification can be your ticket to proving expertise in troubleshooting, problem-solving, and delivering exceptional customer service. Whether you're starting your CX career or aiming to advance, these certifications validate your skills, demonstrate your commitment to professional growth, and give you a competitive edge in a rapidly evolving industry.
I've summarized the best help desk certifications with notes about who and what each is best for so you can find the right one for the next step in your career.
Best Help Desk Certifications Shortlist
- CompTIA A+ — Best for entry-level IT professionals
- HDI Customer Service Representative (HDI-CSR) — Best for customer service skills
- HDI Support Center Analyst (HDI-SCA) — Best for support center operations
- Microsoft IT Support Specialist Professional Certificate — Best for Microsoft support expertise
- Google IT Support Professional Certificate — Best for Google support skills
- CompTIA Network+ — Best for basic networking knowledge
- ITIL® 4 Foundation - IT Service Management Certification — Best for IT service management
- Cisco Certified Support Technicians (CCST) — Best for Cisco support roles
- IBM IT Support Professional Certificate — Best for IBM technical support
- Certified Information Systems Auditor (CISA) — Best for auditing expertise
- Apple Certified Support Professional 10.14 Specialization — Best for Apple product support
- Cisco Certified Network Associate (CCNA) — Best for foundational networking
- AWS Certified Cloud Practitioner — Best for cloud basics
- Microsoft Certified: Azure Data Fundamentals — Best for Azure data concepts
- Apple Certified Mac Technician (ACMT) — Best for Mac hardware repair
- Microsoft 365 Certified: Endpoint Administrator Associate — Best for Microsoft 365 administration
- HDI Support Center Manager (HDI-SCM) — Best for management roles in support centers
- HDI Desktop Support Technician (HDI-DAST) — Best for desktop support tasks
- Certified Information Systems Security Professional (CISSP) — Best for information security management
- VMware Certification — Best for virtualization expertise
Overview of the Best Help Desk Certifications
Below are my detailed summaries of the best help desk certifications on my shortlist.
1. CompTIA A+ - Best for entry-level IT professionals
This CompTIA A+ certification is updated to stay relevant in today's fast-changing information technology world. The new A+ 220-1201/1202 focuses more on security, networking, software troubleshooting, and hardware and software skills, preparing you for various IT jobs. Enrollment in this certification will help you develop the key skills to succeed in the modern tech industry.
Issued by: CompTIA
Focus:
- Hardware
- Software
- Networking
- Security
- Problem-solving
Prerequisites:
- Work Experience: Recommended 9 to 12 months in a relevant field
- Exam: Passing Core 1 (675 for 220-1101) and Core 2 (700 for 220-1102) exams
- Other Certifications Required: None
Renewability: It is valid for three years, with renewal options available through continuing education.
Price:
- Exam Voucher: $253
- Complete Bundle: $849
- Basic Bundle: $369
- Exam Prep Bundle: $475
Who It’s For: This is ideal for those looking to show basic IT skills, often required for roles like help desk technician and technical support specialist.
2. HDI Customer Service Representative (HDI-CSR) - Best for customer service skills
This certification shows your team’s commitment to providing excellent service and mastering key customer service skills, including essential soft skills. After completing the training program, team members can earn the internationally recognized HDI Customer Service Representative certification, an industry-standard credential. This certification equips your team with the knowledge of computer hardware and the credibility to succeed in their roles.
Issued by: HDI
Focus:
- Communication
- Conflict resolution
- Empathy
- Time management
- Technology use in customer service
Prerequisites:
- Education: Not required
- Work Experience: Not required
- Exam: Yes, the exam is a 35 multiple-choice question with an 80% passing score.
Price:
- Online Course: $549
- Virtual Classroom: $899 (early registration), $999 (regular)
- Private Group Training: Custom pricing
- Self-Study: $449
Who It’s For: This is ideal for companies training 50+ support staff annually.
3. HDI Support Center Analyst (HDI-SCA) - Best for support center operations
This help desk certification focuses on IT help desk strategies for providing excellent customer service. It covers skills like problem-solving, call handling, incident management, communication, and an introduction to ITIL® processes. It enhances team members' competency in managing support tasks effectively and provides a foundational understanding of computer network principles, helping them deliver better service.
Issued by: ITpreneurs
Focus:
- Incident management
- Critical thinking
- Total contact ownership
- Effective communication
- Customer service strategies
- Introduction to ITIL® processes
Prerequisites:
- Education: Not required
- Work Experience: Not mandatory but beneficial for practical understanding
- Exam: Online, closed-book format with 65 multiple-choice questions, 80% pass grade required.
- Other Certifications Required: None
Renewability: The certification does not expire, and no renewals are needed.
Price: $695
Who It’s For: This is ideal for frontline technical support staff aiming to enhance customer service skills and manage incidents effectively.
4. Microsoft IT Support Specialist Professional Certificate - Best for Microsoft support expertise
This certification helps develop the skills needed for success in IT systems analysis and maintenance. It covers key concepts like data backup, cloud computing, and mobile device management, which are applied to real-world IT situations.
The program provides a complete understanding of IT support, combining hardware, software, networking, and security knowledge to solve problems effectively.
Issued by: Microsoft
Focus:
- Software configuration
- Networking
- Cloud computing
- Troubleshooting
- System maintenance
- Security
Prerequisites:
- Education: Not required
- Work Experience: Not required
- Exam: Not required for entry, but provides voucher for MS-900 Certification Exam
- Other Certifications Required: None
Renewability: No, it does not expire.
Price: Free
Who It’s For: This is ideal for those looking to start a career in IT support, offering foundational skills needed for roles such as IT Support Specialist and Help Desk Technician.
5. Google IT Support Professional Certificate - Best for Google support skills
This certification teaches the skills needed for an entry-level IT job. It covers tasks like assembling computers, setting up wireless networks, installing programs, and providing customer support. It also includes learning systems such as Linux, Domain Name Systems, Command-Line Interface, and Binary Code, helping troubleshoot and problem-solve.
Issued by: Google
Focus:
- Troubleshooting and customer service
- Networking
- Operating systems
- Security
- Cloud computing
- Systems administration
Prerequisites:
- Education: Not required
- Work Experience: Not required
- Exam: Not required
- Other Certifications Required: None
Renewability: No, it does not expire.
Price: Free
Who It’s For: This is ideal for individuals seeking to start a career in IT support.
6. CompTIA Network+ - Best for basic networking knowledge
This certification validates the essential skills to set up, maintain, troubleshoot, and secure networks in any setting. It prepares individuals for a successful career in networking and cybersecurity. The knowledge gained can be applied to various networking tasks and challenges.
Issued by: CompTIA
Focus:
- Networking concepts
- Network implementations
- Network operations
- Network security
- Troubleshooting
Prerequisites:
- Work Experience: 9-12 months of hands-on experience recommended
- Exam: Pass the CompTIA Network+ exam (Exam codes: N10-008 and N10-009)
- Other Certifications Required: CompTIA A+ certification is recommended
Renewability: The certification is valid for three years and can be renewed through CompTIA’s Continuing Education program.
Price:
- Exam Voucher: $369
- Complete Bundle: $1165
- Basic Bundle: $629
- Exam Prep Bundle: $721
Who It’s For: Early-career professionals seeking networking roles like Technical Support Specialist or Systems Administrator.
7. ITIL® 4 Foundation - Best for IT service management
This certification introduces an operating model for creating, delivering, and improving technology-enabled products and services. It is for those who want to understand IT and digital service delivery and help organizations adopt a new service management culture. It suits professionals beginning their ITIL® 4 journey or updating their existing knowledge.
Issued by: Axelos
Focus:
- Creation of technology-enabled products and services
- Delivery of IT services
- Continuous improvement of IT services
- Value streams
- Cultural principles
- Essential service management terminology
Prerequisites:
- Exam: Yes, it consists of 40 multiple-choice questions (pass mark: 26 out of 40)
- Other Certifications Required: None
Renewability: Certification must be renewed every three years.
Who It’s For: This is ideal for individuals at the start of their ITIL® journey or those looking to update their knowledge in IT service management.
8. Cisco Certified Support Technicians (CCST) - Best for Cisco support roles
This certification validates skills and qualifications for entry-level IT roles and demonstrates readiness for associate-level certifications like Cisco Certified Network Associate (CCNA) and Cisco Certified CyberOps Associate.
Issued by: Cisco
Focus:
- Troubleshooting
- Problem resolution
- Cisco products and services support
Prerequisites:
- Education: No formal education requirements
- Work Experience: Not required
- Exam: Must pass a core exam
- Other Certifications Required: None
Renewability: Certifications are valid for three years, with options for recertification.
Who It’s For: This is ideal for IT professionals looking to validate their skills in supporting Cisco technologies, opening up career opportunities for entry-level IT roles, and serving as a foundation for pursuing higher-level certifications.
9. IBM IT Support Professional Certificate - Best for IBM technical support
This certification helps IT support professionals master the latest skills and tools. It covers hardware and software, cybersecurity, networking, cloud, and databases, preparing individuals for CompTIA certification exams. It also includes hands-on labs, demos, and customer service practice through ticketing systems and troubleshooting exercises.
Issued by: IBM
Focus:
- Hardware and software installation
- Cybersecurity
- Networking
- Cloud computing
- Customer service
- Troubleshooting
Prerequisites:
- Education: Not required
- Work Experience: Not required
- Exam: Not required
- Other Certifications Required: None
Renewability: The certificate does not expire and does not require renewal.
Price: Free
Who It’s For: This is perfect for those starting in IT support, providing foundational skills and a recognized credential to boost employability and career growth.
10. Certified Information Systems Auditor (CISA) - Best for auditing expertise
This certification is recognized worldwide as the standard for auditing, monitoring, and assessing IT and business systems. It highlights expertise in applying a risk-based audit approach and staying current with emerging technologies like AI and blockchain. CISA is considered one of the top credentials for IT auditors, with ISACA certifications ranking among the highest-paying in the field.
Issued by: ISACA
Focus:
- Information systems auditing process
- Governance and management of IT
- Information systems acquisition, development & implementation
- Information systems operations and business resilience
- Protection of information assets
Prerequisites:
- Education: Not required, but a relevant educational background is beneficial.
- Work Experience: Candidates must demonstrate relevant experience in information systems auditing, control, or security.
- Exam: Must pass the CISA certification exam.
- Other Certifications Required: None required, but adherence to ISACA's Code of Professional Ethics and Standards is mandatory.
Renewability: It can be renewed by meeting continuing professional education (CPE) requirement.
Who It’s For: This is for professionals seeking to become skilled IT auditors, capable of assessing vulnerabilities, ensuring compliance, and implementing controls.
11. Apple Certified Support Professional 10.14 Specialization - Best for Apple product support
This certification covers the installation and configuration of macOS Mojave on various hardware platforms. It teaches how to manage and secure user accounts, ensure data integrity through backup strategies, and optimize macOS applications and system processes for better performance and stability.
Issued by: Packt
Focus:
- Installation and configuration of macOS Mojave
- User account management and security
- File system optimization and troubleshooting
- Data distribution and backup strategies
- Network configuration and services
- System performance diagnostics and troubleshooting
Prerequisites:
- Education: Foundational knowledge of macOS recommended
- Exam: Completion of hands-on projects within the course
- Other Certifications Required: None
Price: Free
Who It’s For: This is perfect for IT professionals and support technicians looking to validate their expertise in managing and troubleshooting macOS Mojave and Apple devices.
12. Cisco Certified Network Associate (CCNA) - Best for foundational networking
This certification is valuable for IT professionals at any experience level, especially those with one or more years of experience with Cisco solutions. CCNA validates essential networking, security, and software development skills, proving the ability to meet business needs and market demands.
Issued by: Cisco
Focus:
- Network fundamentals
- IP connectivity
- Security fundamentals
- Automation
- Programmability
Prerequisites:
- Education: No formal education requirements
- Work Experience: Not required
- Exam: Must pass a single certification exam
- Other Certifications Required: None
Renewability: The certification is valid for three years and can be renewed through Continuing Education credits or by retaking the exam.
Who It’s For: Ideal for IT networking professionals seeking roles like network engineer, administrator, and help desk administrator.
13. AWS Certified Cloud Practitioner - Best for cloud basics
This certification validates a basic understanding of AWS Cloud, its services, and terminology. It is a great starting point for individuals new to IT or cloud careers and for employees seeking foundational cloud knowledge.
Issued by: Amazon Web Services (AWS)
Focus:
- AWS Cloud concepts
- Security and compliance
- Cloud technology
- Billing and pricing
Prerequisites:
- Work Experience: Not required
- Exam: Yes, it consists of 65 questions with 90-minute duration.
- Other Certifications Required: None
Renewability: The certification is valid for three years and can be renewed by passing the latest exam or through a game-based learning option.
Price: $100
Who It’s For: This is ideal for individuals new to cloud computing or IT and business employees seeking a foundational understanding of AWS Cloud services.
14. Microsoft Certified: Azure Data Fundamentals - Best for Azure data concepts
This certification offers the chance to demonstrate knowledge of core data concepts and Microsoft Azure data services. It is for individuals beginning to work with data in the cloud and familiar with the Exam DP-900 learning materials.
Issued by: Microsoft
Focus:
- Understanding relational and non-relational data
- Analytics workloads on Azure
- Data management considerations
Prerequisites:
- Education: Familiarity with self-paced or instructor-led learning materials for Exam DP-900.
- Work Experience: Not required
- Exam: DP-900 (Microsoft Azure Data Fundamentals).
- Other Certifications Required: None
Renewability: Certification does not have a specific renewal requirement.
Price: $99
Who It’s For: This is ideal for individuals seeking to establish foundational expertise in Azure data services.
15. Apple Certified Mac Technician (ACMT) - Best for Mac hardware repair
This certification teaches how to troubleshoot macOS, repair Mac hardware, and fix Mac computers. Knowledge and skills are tested through real-world scenarios in hands-on labs. On the fourth day, participants take the ACMT Mac Service Certification exam to test their understanding.
Issued by: Apple Inc.
Focus:
- Troubleshooting Mac computers
- Repairing Mac hardware
- Understanding macOS setup
- Maintenance of Mac systems
- Learning macOS features and services
Prerequisites:
- Exam: Passing the Service Fundamentals Exam
Renewability: This certification does not expire and does not require renewal.
Price: $2,800
Who It’s For: This is ideal for individuals looking to demonstrate skills in Mac repair and diagnostics for Apple Authorized Service Providers.
16. Microsoft 365 Certified: Endpoint Administrator Associate - Best for Microsoft 365 administration
This certification demonstrates expertise in managing devices and client applications within a Microsoft 365 tenant using Microsoft Intune. It covers deploying and managing endpoints across various systems and platforms, using tools like Windows Autopilot, Microsoft Defender for Endpoint, and Azure Virtual Desktop, and managing identity, security, access, policies, updates, and apps for endpoints.
Issued by: Microsoft
Focus:
- Device management
- Application management
- Device protection
Prerequisites:
- Work Experience: Experience with Microsoft Entra ID and Microsoft 365 technologies
- Exam: 100-minute proctored assessment available in multiple languages
Renewability: Yes, it must be renewed annually through an online assessment.
Price: $165
Who It’s For: This is for IT professionals who wish to advance their skills in managing Microsoft 365 environments.
17. HDI Support Center Manager (HDI-SCM) - Best for management roles in support centers
This certification validates expertise in managing support center operations, improving team performance, and aligning with organizational goals. It is earned after a comprehensive training program, ensuring readiness for effective support center management.
Issued by: HDI
Focus:
- Leadership and strategy development
- Performance management
- Operational management
- Service level improvement
- Alignment with organizational goals
Prerequisites:
- Education: Not required
- Work Experience: Experience in a support center or service desk environment may be beneficial
- Exam: Required to pass a certification exam
- Other Certifications Required: None
Renewability: The certification does not expire and does not need renewal.
Price: $2,299
Who It’s For: This is ideal for professionals looking to validate skills in managing a support center, leading teams, improving service levels, and aligning support services with organizational goals.
18. HDI Desktop Support Technician (HDI-DAST) - Best for desktop support tasks
This certification validates the skills of IT professionals who support end users and maintain desktop environments. It focuses on resolving common technical issues and managing hardware and software systems effectively.
Issued by: HDI
Focus:
- Troubleshooting and problem solving
- Customer service skills
- Understanding of ITIL® Foundation Concepts
- Desktop environment configuration
- Incident management
Prerequisites:
- Work Experience: Recommended experience in desktop support or a related field
- Exam: Passing the HDI-DST exam
- Other Certifications Required: None
Renewability: Typically requires yearly renewal to ensure up-to-date knowledge and skills.
Price: $899
Who It’s For: This is ideal for desktop support professionals looking to validate skills and advance careers in IT support by demonstrating the ability to troubleshoot and manage desktop environments.
19. Certified Information Systems Security Professional (CISSP) - Best for information security management
This certification helps accelerate a cybersecurity career by proving the ability to design, implement, and manage top-tier cybersecurity programs. Earning the CISSP validates expertise and provides access to exclusive resources, educational tools, and a network of cybersecurity professionals. It supports career advancement and salary growth while offering ongoing community support.
Issued by: ISC2
Focus:
- Security and risk management
- Software development security
- Asset security
- Communication and network security
- Identity and Access Management (IAM)
- Security assessment and testing
- Security operations
- Security architecture and engineering
Prerequisites:
- Work Experience: Five years of relevant work experience in at least two of the eight domains
- Exam: Required
- Other Certifications Required: None
Renewability: Yes, the certification is renewable.
Price: $923.13 (discounted)
Who It’s For: This is suitable for Chief Information Security Officer, Security Manager, and Security Consultant, validating advanced skills in cybersecurity management.
20. VMware Certification - Best for virtualization expertise
This certification validates the essential skills to integrate and manage technology that drives business outcomes. VMware certifications cover various technology areas, with levels for beginners and experts in the field.
Issued by: Broadcom Inc.
Focus:
- Data center virtualization
- Network virtualization
- Cloud management and automation
- Application modernization
- Tanzu for Kubernetes operations
Prerequisites:
- Education: No specific educational background is required, though familiarity with IT and virtualization concepts is beneficial.
- Work Experience: Varies by certification level; higher levels may require relevant experience.
- Exam: Each certification requires passing specific exams.
- Other Certifications Required: Lower-level VMware certifications may be prerequisites for advanced levels.
Renewability: Certifications are subject to renewal requirements; they may expire as technology evolve.
Who It’s For: This is ideal for IT professionals and systems architects looking to showcase expertise in VMware solutions and advance careers in virtualization and cloud technologies.
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