Senior Analyst to Team Leader - Virtual

5-6 August 2024

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.”

Virtual Course

This is a fully interactive, instructor-led training experience hosted through SDI’s online training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.

The live online training is delivered by a specialist SDI trainer who will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools and environment.

“I really enjoyed the virtual aspect of the course and the white board and chat sessions were a good feature”

This course is running from 9:00am – 16:30pm GMT.

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 with a 1-hour lunch break and two 15 minutes breaks.

Course preparation

This is not a pre-recorded webinar and you will need:

  • A computer/laptop with a webcam (we ask for these to be switched on throughout the course)
  • Microphone/headset
  • High-speed internet connection
  • Ensure you connect 15 minutes before the session starts and log-in as a guest.

To help with the set-up, please download the Adobe Quick Start Guide.

Adobe Connect only requires that you have an internet connection, a web browser, and Adobe Flash Player version 13 or greater to attend the web conference. If you have problems connecting whilst using IE or Edge browsers then please try Firefox.

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