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👥 Human Resources  ·  Intermediate

Certified Technical Support and Help Desk Expert

Online Certification  ·  10 Weeks  ·  Globally Recognised  ·  (CTCH2)

✅ 2026 Edition 🎓 CPD Accredited 🌍 100+ Countries 📜 Digital + Physical Certificate 100% Online
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Executive Summary

Certified Technical Support and Help Desk Expert

Designed for today’s high-impact professionals, the Certified Technical Support and Help Desk Expert (CTCH2) delivers a rigorous Intermediate-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in human resource management, talent development and organisational effectiveness.

This 10 Weeks programme is structured around SHRM, CIPD and ILO Labour Standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CTCH2 holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification
Certified Technical Support and Help Desk Expert
Acronym
CTCH2
Category
Human Resources
Level
Intermediate
Duration
10 Weeks
Delivery Mode
100% Online
Assessment
Online Examination
Certificate
Digital + Physical
CPD Eligibility
CPD Accredited
Alumni Benefits
GLI Network Access
Self-Paced
USD 399
Live Virtual
USD 599
Target Audience

Who Should Enrol?

  • HR Managers and Directors
  • HR Business Partners
  • Learning and Development Managers
  • Employee Relations and OD Specialists
Programme Inclusions

Everything Included in Your Enrolment

  • All study materials and study guide
  • Access to GLI online learning portal
  • Online examination and assessment
  • Digital certificate and digital badge
  • Physical certificate (shipped to you)
  • CPD credits for professional bodies
  • GLI alumni network membership
  • Facilitator and tutor support
  • Resource downloads and reference library
  • Automatic enrolment confirmation
Certification Benefits

Why This Certification Matters for Your Career

Career Advancement
Accelerate your career towards CHRO and senior people-management roles
Professional Recognition
Credential aligned with SHRM, CIPD and ILO Labour Standards
Leadership Capability
Develop the strategic and operational skills to lead complex human resource management functions
Organisational Impact
Design and implement human resource management systems that drive performance and measurable results
Compliance Readiness
Master the standards, compliance and ethical governance central to human resource management
Global Employability
Qualify for human resource management roles across multinationals, NGOs and international organisations worldwide
Competency Framework

Core Competencies You Will Develop

✦Talent Acquisition, Resourcing and Onboarding
✦Learning, Development and Talent Management
✦Performance, Reward and Employee Relations
✦HR Strategy, Analytics and Workforce Planning
✦Employment Law, Compliance and HR Governance
✦Professional Ethics and Governance
Course Curriculum

Programme Modules

The full programme, module by module.

1
Foundations and Strategic Context of Certified Technical Support and Help Desk Expert
Certified Technical Support and Help Desk Expert: industry context, trends and professional standards · Computing fundamentals and IT concepts · The role of IT in business and value creation · IT operating models and organisation
2
IT Service Management in Practice
Correlation, causation and experiment design · Continuity, disaster recovery and recovery objectives · IT governance, decision rights and the technology portfolio · Requirements and the specification gap
3
Patching and change management
Automation and where it genuinely pays · Psychodynamic and psychoanalytic approaches · Performance tuning and optimisation · Technical debt and system lifecycle
4
Security operations and hardening
Legal responsibilities and professional bodies · Performance tuning and optimisation · Continual improvement · Evidence-based improvement
5
Performance tuning and optimisation
Performance tuning and optimisation · Continual improvement · Lessons learned and development · Designing and facilitating groups
6
Continual improvement
Continual improvement · Managing complexity and comorbidity · Workplace and organisational contexts · Managing technology teams and technical work
7
Cloud models
Working with referrers and multidisciplinary teams · Professional writing and reports · Managing difficult conversations · Building trust and engagement
8
Self-Leadership
Self-service analytics · Crisis, resilience and contingency planning · Professional standards and self-regulation · Business continuity and operational resilience
9
People Administration
Loyalty programmes and rewards · Performance management in service · Strategy and performance management systems · NGO financial management and budget-versus-actual discipline
10
Customers and Markets
IT operations and service management · IT service management and support operations · Unified customer view · Emerging service technologies
11
Projects and Delivery
Project governance and risk · Agile delivery and iterative development · Sustainability and social impact in projects · Health, safety and compliance in delivery
12
Inclusion and Culture
Digital user experience and accessibility · Creating a coaching culture · Project management standards (PMI, PRINCE2) · Brand strategy, identity and equity
13
Legal and Policy
Smart contracts and dApps · Payroll, statutory deductions and employment cost · Regulatory and legal duty · Regulatory change management
14
Cross-Cultural Leadership
Expanding into regional and export markets · Global and comparative HR contexts · Global mobility and international employment · Cross-cultural communication
15
Suppliers and Partners
Finance, procurement and supply modules · ERP platforms and vendors · Vendor and partner management · Vendor selection and managing technology suppliers
16
Sustainability
Leading project governance · Responsible and sustainable governance · Sustainability strategy and materiality · Environmental governance and climate risk
17
Public and Community Context
Corporate responsibility and community · Proposal development and donor reporting · Psychoeducation and public communication · Media and public communication
18
Knowledge and Learning
Deep learning and neural networks · The machine learning lifecycle and MLOps · Supervised and unsupervised learning · Lessons learned and knowledge management
19
Leadership and Management
Incident and problem management · DevOps, CI/CD and release management · Cost, performance and capacity management · Turning insight into decisions
20
People and Capability
Web and mobile application development · Artificial intelligence: capability, limits and responsible use · Version control and collaborative development · Employee experience and engagement
21
Strategy and Direction
Growth strategy and demand generation · Measuring growth and transformation impact · Capstone scoping: a real growth or brand challenge · Designing a marketing or sales strategy
22
Operations and Delivery
Natural language processing · ERP concepts and business processes · Data quality and the fitness-for-purpose test · Testing, quality assurance and defect economics
23
Communication and Influence
The media and telecommunications landscape · Communicating financial results · Client feedback and satisfaction · Communicating with families and carers
24
Change and Innovation
Data literacy and adoption · Variations, claims and delay: managing change on site · Change talk and readiness · Habit change and behaviour design
25
Data and Measurement
Data products and stakeholder value · Master data and configuration · Data protection and privacy by design · Dashboards, reporting and the metric that misleads
26
Financial Acumen
Cost, performance and FinOps · Interpreting financial statements · Budget vs actual and variance · Cost and profitability analysis
27
Risk and Governance
Governance of campaigns and spend · Managing price and discount governance · Managing growth, risk and resilience · Developing the project business case
28
Stakeholders and Partners
NGO governance, boards and registration · Management accounts and dashboards · Managing boundaries and dual relationships · Stakeholder and sponsor management
29
Digital and Technology
Blended and hybrid design · Accountability systems and consequence management · Remote, hybrid and distributed leadership · Security governance and management systems
30
Ethics and Integrity
Ethics and professional conduct in security · Ethics and treating customers fairly in insurance · Ethical principles and codes of practice · Sustaining ethical, effective practice

Every module opens in the learning portal with its full lesson set, worked examples, further reading and video masterclasses. 30 modules · 150 lessons.

Learning Outcomes

What You Will Achieve

  • IT Service Management in Practice — applied to your own work
  • Patching and change management — applied to your own work
  • Security operations and hardening — applied to your own work
  • Performance tuning and optimisation — applied to your own work
  • Continual improvement — applied to your own work
  • Cloud models — applied to your own work
Enrolment Process

How to Get Certified

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Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.
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Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.
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Frequently Asked Questions

Common Questions

What is the CTCH2 certification?

Yes. GLI certifications are recognised across 100+ countries and are aligned with SHRM, CIPD and ILO Labour Standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

Who should enrol in the CTCH2?

This certification is ideal for HR Managers and Directors, HR Business Partners, Learning and Development Managers and Employee Relations and OD Specialists, and other professionals seeking to formalise their expertise in human resource management, talent development and organisational effectiveness with a globally recognised credential.

How long does the CTCH2 certification take to complete?

The programme is structured over 10 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CTCH2 internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with SHRM, CIPD and ILO Labour Standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CTCH2 certification?

The Certified Technical Support and Help Desk Expert is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CTCH2 certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CTCH2?

The Certified Technical Support and Help Desk Expert is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CTCH2?

The Certified Technical Support and Help Desk Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CTCH2 while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CTCH2?

Graduates progress towards CHRO and senior people-management roles. The CTCH2 strengthens your expertise in human resource management, talent development and organisational effectiveness and positions you for advancement across multinationals, NGOs and international organisations.

Graduate Voices

What Our Alumni Say

“

The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

HR Director
Private Sector
“

GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

People Manager
NGO Sector
“

I earned my CTCH2 while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

Talent Lead
Government
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