Virtual- Senior Analyst to Team Leader

13-14 July 2020
  • Virtual - at your PC
  • 2 Days
  •  Members Price: £775.00
  •  Non-Members Price: £925.00

Growing Senior Analysts Into Effective Team Leaders

For experienced analysts who are looking to develop their knowledge of industry best practice and progress their career within the service desk. Managers often send their analysts on this course to keep them motivated and up to date with latest ideas and practices in the ITSM industry.

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.

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.

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

Virtual Course, delivered via live online classroom environment with SDI trainer.

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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