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Course information

Service Desk Senior Analyst Training Course Outline

Module 1: Introduction to Service Desk Senior Analyst Role

  • Understanding Service Desk Functions
  • Role and Responsibilities of a Senior Analyst
  • Key Performance Indicators (KPIs)

Module 2: Communication and Customer Service

  • Effective Communication Techniques
  • Managing Customer Expectations
  • Conflict Resolution Skills
  • Service Desk Etiquette
  • Handling Difficult Customers

Module 3: Incident and Request Management

  • Incident Classification and Prioritisation
  • Request Fulfilment Process
  • Service Request Vs. Incident
  • Incident Lifecycle Management
  • Escalation Procedures

Module 4: Problem Management

  • Identifying Root Causes
  • Problem Categorisation and Prioritisation
  • Problem Resolution Techniques
  • Problem Documentation and Reporting

Module 5: Request Fulfilment

  • Service Requests Vs. Incidents
  • Request Handling
  • Service Catalogue
  • Request Status Tracking

Module 6: Service Level Management

  • SLA Basics
  • SLA Monitoring
  • SLA Reporting
  • SLA Improvement

Module 7: Customer Relationship Management

  • Customer Interactions
  • Handling Difficult Customers
  • Customer Feedback
  • Continuous Improvement

Module 8: Knowledge Management

  • Importance of Knowledge Management
  • Creating and Maintaining Knowledge Base
  • Knowledge Sharing within the Team
  • Continuous Improvement through Knowledge Management

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Who should attend this Service Desk Senior Analyst Training Course? 

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:

  • Service Desk Analysts
  • IT Support Specialists
  • Helpdesk Technicians
  • IT Managers
  • IT Operations Supervisors
  • System Administrators
  • Network Administrators
  • Technical Support Engineers

Prerequisites of the Service Desk Senior Analyst Training Course

There are no prerequisites required for the Service Desk Senior Analyst Training Course.

Service Desk Senior Analyst Training Course Overview

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.

Course Objectives

  • To understand the role of the service desk in IT service delivery
  • To develop skills in root cause analysis and problem-solving techniques
  • To gain knowledge of disaster recovery and business continuity planning
  • To understand the role of the service desk in incident escalation and resolution.
  • To develop skills in mentoring and coaching team members to improve performance
  • To learn how to manage major incidents and communication with stakeholders

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.

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What’s included in this Service Desk Senior Analyst Training Course?

  • World-Class Training Sessions from Experienced Instructors
  • Service Desk Senior Analyst Certificate
  • Digital Delegate Pack

Why choose us

Our Brighton venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Brighton is a city located in East Sussex, England. Brighton is part of Brighton and Hove which has a combined population of around 270,000 people. Because of its location on the coast, its vibrant culture and popular shopping centres, Brighton is a top tourist destination in the country. Brighton comprises of around 55 schools. The largest schools include Longhill High School, Patcham High School and Dorothy Stringer High School. There are also private schools including Roedean School and Steiner School. The University of Brighton enrols around 20,000 students and focuses on undergraduate programs. This university combined with The University of Sussex is create a medical school; Brighton and Sussex Medical School which provides doctors and nurses with NHS qualifications. There are establishments in Brighton which provide vocational education such as the City College Brighton and Hove and Varndean College. The rate of unemployment in Brighton is at 7.6%. This is on par with the national average of England which is 7.6%.

Popular searched areas in and around Brighton include:-

  • Bevendean
  • Brighton Marina Village
  • Falmer
  • Fishersgate Portslade
  • Ovingdean
  • Patcham
  • Portslade
  • Poynings
  • Preston
  • Pyecombe
  • Rottingdean
  • Saddlescombe
  • Saltdean
  • Southwick
  • Stanmer
  • Withdean

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Address

Old Ship Hotel

Kings Road

Brighton 

East Sussex

BN1 1NR

GB

T: 01344203999

Ways to take this course

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.

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Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.

venues

State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

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Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience

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Great value for money

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.

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Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

team_building

Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.

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Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

SDI Training | Service Desk Senior Analyst Training in Brighton FAQs

FAQ's

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.
There are no formal prerequisites for attending this Service Desk Senior Analyst Training course.
This course is for IT Professionals who want to learn about IT and IT Service Management (ITSM).
Service Desk Senior Analysts are responsible for leading and mentoring a team of support analysts, monitoring trends within the team to identify issues, demonstrating the service desk, and assisting in the evolution of the service desk.
This course is [ ] day(s)
In this Service Desk Senior Analyst Training course, you will learn about the ITIL framework, the importance of ITSM, knowledge management, effective communication skills, leadership styles and approaches, emerging trends in service desk operations, and other related topics
The price for Service Desk Senior Analyst Training certification in Brighton starts from £895
The Knowledge Academy is the Leading global training provider for Service Desk Senior Analyst Training.
Please see our SDI Training courses available in Brighton

Why choose us

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Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"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

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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell

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