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For a 1st line ITSD (IT Service Desk) role, the best starting exam would typically be one that aligns with foundational IT skills and knowledge, such as CompTIA A+ or similar certifications. However, since you already have ITIL, which focuses on IT service management, transitioning to more technical certifications could be beneficial.
Your manager's suggestion to start with the AZ-104: Microsoft Azure Administrator exam could be due to the increasing demand for cloud skills in IT roles. The AZ-104 certification focuses on core Azure services, workloads, security, and governance, which are valuable for many IT support roles today, especially as organizations move towards cloud-based solutions.
If you're considering the AZ-104, ensure you have hands-on experience with Azure and a solid understanding of its core services, as this will help you in the exam and your role in IT support.
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