New at D-ICT Solutions Service Desk Foundation training!

Content of the training: The participant gains insight into the importance of IT support in today's business environment and the role of the service desk in this, knowledge of the core of service management processes (incident, problem and access) and how this is done within the tasks and responsibilities of the service desk, everything the participant needs to know about the role and responsibilities within the service desk. The participant learns to identify, understand essential skills and competencies and to provide efficient and effective support to the service desk. The participant learns consciously to provide professional telephone support, to assess Service Level Agreements for their value and importance and to understand the necessity and value of Service Desk metrics. The Service Desk Foundation module at a glance: A practical introduction to the key concepts, communication skills and competencies needed to provide professional and effective support plus an in-depth introduction to the Service Desk and its importance to today's organizations. Qualification: Exam of APMG. After passing the exam, the participant will receive the APMG Service Desk Foundation certificate. Literature: Lesson folder including sample exams, book. Implementation: Classroom, 3 days including exam training and exam Target group & objective: This course is intended for customer support employees. Prepare the participant for the Service Desk Foundation exam. Afterwards, the participant has insight into the functioning of a professional Service Desk. Prerequisites & level: None. Entry level MBO. Costs € 1100