Microsoft Unveils First Certification For Help-Desk Pros

The entry-level certification, called the Microsoft Certified Desktop Support Technician (MCDST) credential, enables an IT manager or customer to ensure competency and consistency of help-desk professionals who troubleshoot and service client and desktop issues with top applications Windows XP and Office 2003.

The first exam became available Jan. 12; the second was officially released Thursday. Each exam costs $125.

It is Microsoft's first attempt at a desktop certification.

Microsoft says the course and certification are ideal for IT managers responsible for multiple support service locations or others who want proof that their outsourcing provider is qualified to do the job.

The new MCDST certification addresses the skill sets of help-desk technicians, customer-support representatives, PC support specialists, technical support representatives, and technical support specialists as defined by the National Workforce Center for Emerging Technologies Skill Standards for Information Technology, Microsoft said.

For more than a decade, Microsoft has issued 2.5 million certifications in categories including system engineers, administrators, database administrators, application developers, solutions developers and trainers.

While the entry-level certification will have limited value to sophisticated service providers, it will appeal to channel partners who offer desktop services, one partner said.

"This certification may be useful to some large solution providers that provide outsourced help-desk services," said Michael Cocanower, president of ITSynergy, Phoenix. "In our case, it won't apply. Since we are very focused on a specialized niche, all of our consultants are much more highly qualified than the help-desk level. All of our engineers are at least MCPs with the majority MCSEs."