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👥 Human Resources  ·  Intermediate

Certified Technical Support and Help Desk Expert

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

✅ 2026 Edition 🎓 CPD Accredited 🌍 85+ 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 Week 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 Week
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

Click any module to explore the detailed curriculum topics included in this certification.

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
  • The HR function: roles, operating models and value creation
  • Aligning HR strategy with organisational strategy
  • The employee lifecycle and HR value chain
  • HR competencies and professional standards (SHRM, CIPD)
  • The business partner and centre-of-excellence model
  • HR's role in culture, values and employer brand
  • Ethics, confidentiality and professional conduct in HR
  • Employment relationship and the psychological contract
  • Global and comparative HR contexts
  • Building a personal HR development plan
2
Organisational Design and Workforce Planning
  • Certified Technical Support and Help Desk Expert: industry context, trends and professional standards
  • Organisational design principles and structures
  • Job analysis, job design and role profiling
  • Competency framework development
  • Job evaluation, grading and levelling
  • Strategic workforce planning and demand forecasting
  • Supply analysis, gaps and scenario planning
  • Span of control, delayering and operating models
  • Workforce segmentation and critical roles
  • Restructuring, redeployment and workforce shaping
  • Headcount budgeting and establishment control
3
Talent Acquisition, Resourcing and Onboarding
  • Certified Technical Support and Help Desk Expert: industry context, trends and professional standards
  • Employer branding and employee value proposition (EVP)
  • Talent sourcing channels and pipelines
  • Recruitment marketing and candidate attraction
  • Structured interviewing and selection methods
  • Assessment centres, tests and work samples
  • Selection validity, reliability and fairness
  • Applicant tracking systems and recruitment analytics
  • Offer management, negotiation and pre-boarding
  • Onboarding and induction programme design
  • Time-to-hire, quality-of-hire and cost metrics
4
Learning, Development and Talent Management
  • Certified Technical Support and Help Desk Expert: industry context, trends and professional standards
  • Training needs analysis and learning strategy
  • Instructional design and blended learning
  • Facilitation, coaching and mentoring
  • Leadership and management development
  • Career development and internal mobility
  • Succession planning and talent pipelines
  • High-potential identification and talent reviews
  • Evaluating learning impact (Kirkpatrick, ROI)
  • Knowledge management and capability building
  • Learning technologies and the LMS
5
Performance Management and Reward
  • Certified Technical Support and Help Desk Expert: industry context, trends and professional standards
  • Performance management systems and cycles
  • Objective setting: KPIs, OKRs and cascading goals
  • Continuous feedback and performance conversations
  • Appraisal, calibration and managing underperformance
  • Linking performance to reward and consequence
  • Reward strategy and total reward frameworks
  • Pay structures, benchmarking and market pricing
  • Job evaluation and internal equity
  • Variable pay, incentives and recognition
  • Benefits design, pensions and flexible benefits
6
Employee Relations, Engagement and Wellbeing
  • Certified Technical Support and Help Desk Expert: industry context, trends and professional standards
  • Employee engagement models and drivers
  • Employee voice, surveys and action planning
  • Employee relations and the grievance procedure
  • Discipline, conduct and fair-process management
  • Conflict resolution and mediation
  • Absence, attendance and capability management
  • Health, safety and wellbeing at work
  • Mental health and psychological safety
  • Retention strategy and turnover analysis
  • Change, restructuring and consultation
7
HR Technology, Systems and Digital HR
  • Certified Technical Support and Help Desk Expert: industry context, trends and professional standards
  • HR information systems (HRIS) selection and implementation
  • HR service delivery and shared services
  • Employee and manager self-service
  • Process automation and workflow
  • Digital HR and the employee experience platform
  • People analytics tooling and dashboards
  • Data quality, integration and master data
  • AI and automation in HR processes
  • Vendor management and system governance
  • Cybersecurity and data protection in HR
8
HR Analytics, Metrics and Evidence
  • Certified Technical Support and Help Desk Expert: industry context, trends and professional standards
  • HR metrics, KPIs and the HR scorecard
  • People analytics maturity and operating model
  • Descriptive, diagnostic and predictive analytics
  • Workforce reporting and storytelling with data
  • Attrition, engagement and productivity analytics
  • Diversity and pay-equity analytics
  • Cost of workforce and ROI of HR interventions
  • Data ethics, privacy and responsible analytics
  • Benchmarking and external data sources
  • Evidence-based HR decision-making
9
Employment Law, Compliance and Governance
  • Certified Technical Support and Help Desk Expert: industry context, trends and professional standards
  • Employment law framework and contracts of employment
  • Recruitment, discrimination and equal opportunity law
  • Working time, leave and family-friendly rights
  • Termination, redundancy and unfair dismissal
  • TUPE, transfers and restructuring obligations
  • Data protection and employee privacy
  • Health and safety legal duties
  • Collective labour law and industrial relations
  • HR policies, handbooks and compliance
  • Managing employment disputes and tribunals
10
Diversity, Equity, Inclusion and Culture
  • Certified Technical Support and Help Desk Expert: industry context, trends and professional standards
  • The business case for diversity and inclusion
  • Inclusive recruitment and bias mitigation
  • Equity, pay gaps and fair reward
  • Inclusive leadership and allyship
  • Belonging, culture and employee resource groups
  • Accessibility and reasonable adjustments
  • Measuring DEI and setting targets
  • Cross-cultural and global inclusion
  • Organisational culture assessment and change
  • Embedding values and behaviours
11
Stakeholder Engagement and HR Business Partnering
  • Certified Technical Support and Help Desk Expert: industry context, trends and professional standards
  • The HR business partner role and mandate
  • Consulting skills and contracting with the business
  • Stakeholder mapping and influencing
  • Coaching leaders and managers
  • Commercial awareness and organisational context
  • Facilitation and difficult conversations
  • Building trust and credibility
  • Communicating and reporting to leadership
  • Managing HR projects and change
  • Team leadership within HR
12
Leading Change, Transformation and OD
  • Certified Technical Support and Help Desk Expert: industry context, trends and professional standards
  • Organisation development principles and practice
  • Change management models (Kotter, ADKAR, Lewin)
  • Diagnosing organisational readiness for change
  • Culture change and behaviour embedding
  • Managing resistance and building coalitions
  • Large-scale transformation and agile ways of working
  • Restructuring, mergers and integration
  • Future of work and workforce transformation
  • Communication strategy in change programmes
  • Sustaining and measuring change
Learning Outcomes

What You Will Achieve

  • Establish a comprehensive understanding of Certified Technical Support and Help Desk Expert principles aligned with SHRM, CIPD and ILO Labour Standards
  • Apply evidence-based methods to improve human resource management, talent development and organisational effectiveness
  • Master talent acquisition, resourcing and onboarding and learning, development and talent management
  • Apply performance, reward and employee relations and hr strategy, analytics and workforce planning in real-world settings
  • Lead risk management, quality and compliance relevant to your field
  • Design stakeholder engagement and professional communication strategies
  • Use data-driven decision-making and performance-measurement tools effectively
  • Apply internationally recognised best practice to advance your career in human resource management
Enrolment Process

How to Get Certified

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Work through 15 structured modules and 75 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 85+ 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 Week 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 85+ 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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