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 Southampton 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.

Southampton is the largest city in Hampshire, England. It is located 75 miles away from London and lies at the north end of Southampton Water in the confluence of the River Test and River Itchen. Southampton has a population of around 250,000 people. Southampton is famous for its link with the RMS Titanic, a passenger liner which sank in the North Atlantic Ocean in 1912, and the Spitfire fighter plane. Its other World War II links come from the fact it was one of the largest departure points for D-Day but recently, it is the home port to a large number of cruise ships across the world.

Other large employers in Southampton are BBC South, the NHS, Carnival UK and West Quay which was the largest city centre shopping complex in Europe when it opened. There are two universities in Southampton; The University of Southampton and Southampton Solent University. They have a collective student population of over 40,000 people. 

The University of Southampton was founded in 1982 but officially became a university by receiving its Royal Charter in 1952. It has over 22,000 students. It considers itself one of the top five universities in the UK and has been ranked in the top eighty universities in the world by the THES-QS World University Rankings. The university is famous for its research into engineering, oceanography, cancer sciences and chemistry. It houses the National Oceanography Centre which is the focus of a great deal of Natural Environment Research Council-funded research into marine life. Southampton Solent University has 17,000 students who can take a variety of educational programs on training, research and design.

The Warsash Maritime Academy also resides at Southampton Solent and provides programs and training for international shipping and oil off-shore industries. There are a number of different sixth form colleges in Southampton including Itchen College and Richard Taunton Sixth Form College. There are around 20 infant schools, 16 junior schools, 24 primary schools, 8 secondary schools, 2 academies and 5 specialised schools. As for independent schools, Southampton is home to The Gregg School and St Mary’s College.

Popular searched areas in and around Southampton include:-

  • Ashurst
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  • Warsash
  • West End
  • Winsor
  • Woodlands

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Address

Southampton

T: 01344203999

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led SDI Training | Service Desk Senior Analyst Training in Southampton. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's SDI Training | Service Desk Senior Analyst Training in Southampton, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's SDI Training | Service Desk Senior Analyst Training in Southampton. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led SDI Training | Service Desk Senior Analyst Training in Southampton sessions.

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Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

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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

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

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Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Maximise your training budget

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

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Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

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SDI Training | Service Desk Senior Analyst Training in Southampton FAQs

Service Desk Senior Analyst Training is a specialised course that prepares professionals for advanced roles in Service Desk operations, focusing on troubleshooting, process optimisation, team management, and improving service efficiency.
Benefits of this course include enhanced problem-solving skills, leadership capabilities, improved customer service delivery, and a better understanding of Service Desk processes, which can lead to career advancement and higher employability.
While there are no strict prerequisites for taking this Service Desk Senior Analyst Training, experience in a service desk role or foundational IT support knowledge is recommended to better understand the course material.
Pursuing this training is essential for those aiming to take on senior responsibilities in a Service Desk environment, enabling them to manage complex incidents, mentor junior staff, and optimise service performance.
This Service Desk Senior Analyst Training Course is generally intermediate to advanced, designed for individuals who already have some experience in IT support or Service Desk operations.
The course covers advanced incident management, service improvement techniques, communication and leadership strategies, as well as process optimisation for better Service Desk performance.
This Service Desk Senior Analyst Course is ideal for current Service Desk Analysts, IT Support Professionals, and Team Leaders aiming to move into more senior, strategic roles within Service Desk operations.
After completing the course, individuals can apply their knowledge to take on Senior Analyst roles, pursue further certifications, or continue their education in IT service management frameworks such as ITIL®.
The duration of this Service Desk Senior Analyst Training spans 1 day. For self-paced courses, the duration may vary based on the delegate's schedule, allowing flexibility to complete the training at their own pace.
If you encounter issues accessing your Service Desk Senior Analyst Training, you should contact The Knowledge Academy's support team. They will help troubleshoot technical issues and provide alternative access to the course materials.
The certification was developed by industry professionals and service management experts, aligned with global best practices and frameworks like ITIL®, to meet the growing demand for skilled senior analysts in service desk environments.
This training course provides the skills and knowledge required for senior-level roles in IT Service Desks, helping individuals advance in their careers by demonstrating leadership, technical expertise, and process improvement capabilities.
Yes, upon successfully completing this Service Desk Senior Analyst Training Course, delegates will receive a certification that is recognised in the industry.
Yes, self-paced training is available for those who prefer flexibility in their learning schedule. Delegates can access the course materials, including videos and exercises, and complete the training at their own convenience.
Yes, 24/7 support is available throughout this Service Desk Senior Analyst Training. Delegates can access help for any technical issues, queries regarding course materials, or assistance with accessing the training platform at any time.
You will learn advanced techniques in Service Desk management, incident resolution, process optimisation, customer communication strategies, and team leadership skills, all crucial for senior-level Service Desk roles.
The training fees for Service Desk Senior Analyst Trainingin Southampton starts from £1295
The Knowledge Academy is the Leading global training provider for Service Desk Senior Analyst Training.
Please see our SDI Training courses available in Southampton
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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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