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Module 1: Introduction to Service Desk Senior Analyst Role
Module 2: Communication and Customer Service
Module 3: Incident and Request Management
Module 4: Problem Management
Module 5: Request Fulfilment
Module 6: Service Level Management
Module 7: Customer Relationship Management
Module 8: Knowledge Management
The Service Desk Senior Analyst Training course is tailored to impart advanced skills necessary for senior service desk roles. This course addresses the nuances of IT support, service management and this course can be beneficial for various professionals, including:
There are no prerequisites required for the Service Desk Senior Analyst Training Course.
A Service Desk Senior Analyst is a person who is responsible for making sure that IT services are provided within a company successfully and efficiently. They are providing support to end-users, troubleshoot, and resolve technical problems. Studying this training provides individuals with guidelines and knowledge for delivering IT services to meet business needs. This training helps learners collaborate with other IT experts to fix problems and be able to effectively communicate technical knowledge to non-technical people. Pursuing this training helps individuals get equipped with the necessary skills and techniques to enhance their career opportunities and ultimately increase their earnings.
In this 1-day Service Desk Senior Analyst Training course, delegates will gain comprehensive knowledge of the roles and responsibilities of a service desk senior analyst. During this training, they will learn about managing projects related to IT service delivery, such as software upgrades or system migrations. They will also gain an understanding of basic networking principles, operating systems, and software applications. The Knowledge Academy’s highly professional and knowledgeable tutor, who has years of teaching experience, will conduct this training.
After completing the Service Desk Senior Analyst Training, the delegates will be able to use the abilities they gained, such as communication and problem-solving techniques, the ITIL framework, technical expertise, and leadership skills, in their day-to-day work. They will be able to provide timely and effective solutions, manage teams, and prioritise work, resulting in improved customer satisfaction and operational efficiency.
Why choose us
Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.
Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.
This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.
All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience
Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!
This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.
Our courses can be adapted to meet your individual project or business requirements regardless of scope.
Cut unnecessary costs and focus your entire budget on what really matters, the training.
This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.
Keep track of your employees’ progression and performance in your own workspace.
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Flexible delivery methods are available depending on your learning style.
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water