Senior Analyst to Team Leader

7-8 November 2019
  • Bonhill House, London
  • 2 Days
  •  Members Price: £760.50
  •  Non-Members Price: £845.00

Growing Senior Analysts Into Effective Team Leaders

For experienced analysts, this course is for those who have already achieved the Service Desk Analyst qualification, who are looking to develop their knowledge of industry best practice and progress their career within the service desk.

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 strategic role within the service desk as well as teach and inspire them progress to leading a service desk analyst team.

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

Course Overview
  • 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

This two day course takes place at Bonhill House etc venues Moorgate in central London, see map below.

9:00am – 16:30pm
2 refreshment breaks and a 1-hour break for lunch

Prefer to run this course in-house?

This course can also be tailored for in-house delivery for focused groups or project teams at your premises.

Find out more by visiting our bespoke and in-house training page here>>

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