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Service Desk Senior Analyst Training Overview
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
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.
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
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Service Desk Senior Analyst Training. 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 Service Desk Senior Analyst Training, 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.
What our customers are saying
Service Desk Senior Analyst Training FAQs
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The training fees for certification in the United States starts from $1595
The Knowledge Academy is the Leading global training provider for .
Why choose us
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.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
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
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