It's Simple - We undersatand that our success is measured by the success of our clients.
Experience & Expertise: Have Worked on many projects, ABZ Solutions Group has gained unmatched business and technologiccal expertise. We have built a large knowledge base that we leverage to deliver solutions that meets our clients expections, need and business in a cost-effective way.
Quality Commitment: While retaining competitive rates we never compromise the quality of services. A dedicated quality assurance department monitors project activites at all the phase and guarentees high quality results.
Customer Focused: We always focus improving our services, development methodologies, practies and QA standards to enhance our capabilities and always, target to customer satisfaction.
Delivering Business value : Delivering exceptional business value to clients it the primary goal of ABZ Solutions Group. This requires more then hust focusing on task. This way we can offer our client ultimate solutions that add real value to their business.
A thorough grounding in the skills, competencies and knowledge required of a professional and effective Service Desk Analyst.
The essential skills and competencies to deliver efficient and effective support in line with SDI’s best practice industry standards.
A clear understanding of how to identify customer needs and motivations, how to deal effectively with a variety of situations and how to handle difficult situations.
Recognizing of the importance of teamwork in the support environment.
Knowledge of core IT Service Management processes and the role of the Service Desk within these.
Practical problem solving techniques to help resolve customers’ issues first time.
An understanding of Service Desk metrics, service level agreements, customer satisfaction surveys, and the latest Service Desk tools and technologies.
Awareness of the need for developing professional relationships and for displaying respect and cultural sensitivity.
The SDI Service Desk Analyst course ensures analysts work to consistent, industry recognized standards and in line with best practice guidelines. It reviews the four key concepts covered in the standards: Professionalism and Roles, Analyst Skills, Process, Supported technologies and enabling tools, on which are based the skills, competencies and knowledge that a Service Desk analyst requires in order to deliver professional and effective support. The course is based upon the standards and objectives for SDI©’s Service Desk Analyst qualification and ensures that students are provided with the knowledge, information and tools to take the SDA exam. Students will receive an SDI© Service Desk Analyst classroom workbook containing all of the presentation materials, course notes, case study and sample exams.
This technical course has been designed to help delegates understand how to become a Service Desk Support Technician and learn the vital techniques to fulfil this role.
Understanding the role of a Service Desk Support Technician, Understanding the terminology of Service Desk support, Learning how to record, update and document requests, Learning how to resolve any IT related incidents, Creating user accounts and resetting passwords, Learning how to upgrade several types of software.