SDI Senior Analyst to Team Leader Training Course

What does the SDI Senior Analyst to Team Leader course cover?

• 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.

Who is the SDI Senior Analyst to Team Leader course for?

Experienced service desk analysts, ideally 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.

What is the format of the SDI Senior Analyst to Team Leader exam?

There is no examination for this course, and therefore there is no formal qualification.

Why study the Senior Analyst to Team Leader course with Training Bytesize?

As experts in delivering project management training through a range of study styles, your success is key to our success. We understand how people learn, we know how to train people to pass exams, we employ the best trainers and specialise in small class sizes to help you get the best from your investment. So, if you’re looking to enhance your project management skills and ensure you pass first time, Training ByteSize is a name you can trust.

As a family run business, project and programme management training is in our blood, and so is innovation. Our founders have been part of the industry since the 1990’s, specifically founding Key Skills and developing the world’s first accredited e-learning course for PRINCE2.

Today we are proud to continue with world firsts; with second generation Victoria at the helm, she had led Training ByteSize to ensure were the first company to develop and deliver e-learning options for accredited courses including Business Analysis Foundation, ITIL4, and AgilePM.  When we say we’re experts in project management training, we really do mean it.