Senior Analyst To Team Leader Course (SATL)

Step into your next role with confidence.

Stepping up to lead takes more than being the best analyst on the desk: you have to see the bigger picture, bring people with you and speak the language of the business. Join our Senior Analyst to Team Leader course and gain the confidence to move from doing the work to leading it.

This is a two-day, interactive IT service desk training programme designed to give experienced analysts the skills, tools and confidence to take on a more strategic role, and to prepare them for the move into team leader or service desk manager.

As a senior analyst, you’re already part leader. You support newer colleagues, manage escalations and keep the desk running when things get busy, often without the title or the training to go with it. We understand how big that leap can feel, and that’s why we created this course.

Built around industry best practice and ITIL principles, the course covers everything from running a shift briefing to writing a business case your managers will actually read.

Why This Course Matters

This two-day IT service desk training course equips you with the skills and knowledge required to excel in this challenging role. The Senior Analyst To Team Leader Course delivers practical strategies that benefit you and your organisation.

What You’ll Gain

• A clear understanding of the team leader role and what’s expected of you
• The confidence to present, report and make the case for change to senior managers
• Practical frameworks for problem solving, metrics and SLAs that you can use straight away
• Leadership and influencing skills to motivate a team and win buy-in
• Techniques for handling conflict, negotiating and staying assertive under pressure
• A grounding in ITIL 4 and project management to support your move into management
• Stronger career prospects and a clear path towards team leader or service desk manager

What Your Organisation Gains

• A pipeline of future team leaders, developed from within
• Better use of metrics and reporting to drive service improvement
• Stronger, more consistent leadership on the service desk floor
• Improved retention by demonstrating a visible career path

Requirements

To take part in this interactive virtual course you will need: 

▪️ A computer with a webcam (we ask that webcams are turned on throughout the duration of 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, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.