SDI Senior Analyst to Team Leader Training Course

• Preparation to play a more strategic role within the service desk including developing presentation skills, compiling reports, preparing reviews, evaluating performance and service desk metrics
• Effective communication, problem-solving and project management skills
• Understanding business needs, and how the IT support function can better meet these needs, whilst ensuring that appropriate business ethics are adhered to
• Guidance on how to manage and motivate staff and give direction to the team

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.