This certificate confirms that the recipient has successfully completed the **IT Service Desk Employee** reskill program at Winc Academy. This program is positioned at **NLQF level 3**. During this practice-based program, the recipient learned how to provide professional first-line IT support, manage incidents and service requests, communicate with end users and apply IT Service Management principles in a business IT environment. The recipient completed multiple hands-on assignments and projects, including: - understanding the role and responsibilities of an IT Service Desk employee; - applying the fundamentals of IT Service Management (ITSM); - supporting internal and external users with technical questions and incidents; - understanding computer hardware, operating systems, software management and user accounts; - applying basic networking concepts, including routers, switches, TCP/IP and network security; - troubleshooting Windows 10 and 11 environments; - working with Microsoft tools such as Office, Active Directory, Teams, OneDrive, SharePoint and Azure; - using network and troubleshooting tools such as ping and Wireshark; - working with ITSM and ticketing tools such as ServiceNow, JIRA and Zendesk; - managing incidents, problems and service requests according to structured IT support processes; - understanding and applying ITIL® 4 Foundation concepts and practices; - applying basic cybersecurity and compliance principles, including GDPR awareness; - communicating clearly and professionally with end users and stakeholders; - applying customer service and problem-solving techniques in IT support scenarios; - completing a practical ServiceNow project focused on incident management, problem management, SLA tracking and customer communication; - applying responsible AI tools to improve productivity and IT support workflows. By completing these assignments and projects, the recipient demonstrated the ability to provide customer-focused IT support, analyze and resolve common technical issues, work with ticketing and ITSM processes, communicate effectively with users and contribute to reliable IT service delivery.