Senior Analyst to Team Leader- Virtual

28-29 September 2020

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 lead a service desk analyst team.

This two-day virtual 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.


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

Virtual Course Overview

This practical two-day virtual workshop/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

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 in short 60-90 minute sessions over two full working days. The trainer will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools to make the most of the course.

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

Course Requirements

Every delegate will need:

  • Microsoft Windows based PC with broadband connection
    Internet Explorer 6.x or 7.x
  • Browser with ActiveX controls and VBScript enabled
  • You may need administrative permission on the PC to allow the download of additional software (if required)
  • Headset or speaker for your telephone for comfort
  • Quiet place to work
  • The courseware and hand-outs provided by SDI
Course preparation

Prior to attending the online course, delegates are sent a full training course manual and hand-out pack containing the SDI standards that relate to the course so that delegates have a common minimum level of knowledge. These materials are all used during the course too.

In addition, delegates are given details of the virtual room to test their setup before the training begins.

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