Senior Analyst to Team Leader

24-25 July 2023

Growing Senior Analysts Into Effective Team Leaders

The SDI Senior Analyst to Team Leader two-day workshop is designed to prepare the more experienced senior service desk analyst and budding team leader to play a more strategic role within the service desk as well as teach and inspire them to at some point in future, lead a service desk analyst team.

This group training workshop supports the senior analyst’s career progression by developing their knowledge of industry best practice. It also provides a bridge between the Service Desk Analyst and the Service Desk Manager qualifications.

Support the career progression of your Senior Service Desk Analysts and help them transform into effective team leaders.

“This course has been a good chance for me to formalise what I do, and to gain a greater understanding of how the service desk works overall and in the part that I play,”

Course Overview

This practical two-day course consists of twelve core skills-based modules:

  • Customer Relationship Management and IT Support– The strategic role of the service desk and its responsibilities to customers
  • Effective Communication Skills– Key theories and techniques to drive effective communication with customers.
  • Presentation Skills– Creating and delivering powerful presentations.
  • Service Desk Metrics– Types of metrics, their importance and how to use them.
  • Problem Solving Techniques– Study critical and creative thinking skills, logical problem-solving methods and root cause analysis.
  • Report Writing Skills– Learn how to create powerfully written management reports.
  • Teamwork and Leadership Skills– Develop effective leadership and team-building skills.
  • Customer Relationship Management Skills– Learn about the importance of customer relationship management in the support environment, managing requirements and expectations, techniques to develop win-win negotiation skills, dealing with difficult customers.
  • Assertiveness– Develop behaviours for effective and assertive customer service.
  • Project Management Overview– Review a step-by-step guide to plan, control and manage projects effectively and efficiently.
  • The Service Desk and The ITSM Marketplace– Examine the principles of ITSM, ITIL and the business benefits.
  • Promoting the Service Desk – Discover the essentials and benefits of marketing the service desk.
Course Details

The course starts at 9am until 4:30pm UK time with a 1-hour lunch break and two 15 minutes breaks.

Course preparation

Prior to attending the course, delegates receive a full training course manual and hand-out pack containing the SDI standards that relate to the course. These materials are used through the duration of the course.

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