Senior Analyst To Team Leader. Inspiring service desk professionals to be brilliant

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Alexis Avis Washington
6 years ago
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1 Senior Analyst To Team Leader Inspiring service desk professionals to be brilliant

2 What is it about? Advance your skills as an experienced service desk analyst and develop your career options. This unique two-day programme is designed to develop the experienced service desk analyst in accordance with industry best practice, preparing them to play a more strategic role within the service desk in order to progress to team leader or service desk manager. Who is it 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. Please note that there is no qualification at the end of this course. Fantastic, energetic and no nonsense training that delivers in all areas. Really helped to put the focus back on to service delivery. Alex Roberts, 2nd Line Support Engineer Kent County Council

3 What will I get out of it? The foundation on which to develop and progress to the roles of team leader and service desk manager 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, whist ensuring that appropriate business ethics are adhered to Guidance on how to manage and motivate staff and give direction to the team Allows you to understand the bridge between analyst and manager. Rehana Bharu, Lead Service Desk Analyst Royal London Group

4 Course Overview The new SDI Senior Analyst to Team Leader two-day workshop - formerly Service Desk Senior Analyst or SDSA is designed to prepare the more experienced senior service desk analyst and budding team leader to play a strategic role within the service desk as well as teach and inspire them progress to leading a service desk analyst team. Module 1 Module 2 Module 3 Module 4 Module 5 Module 6 Module 7 Module 8 Module 9 Module 10 Module 11 Module 12 Customer Relationship Management and IT Support Effective Communication Presentation Service Desk Metrics Problem Solving Techniques Report Writing Teamwork and Leadership Customer Relationship Management Assertiveness Project Management Overview The Service Desk and The ITSM Marketplace Promoting The Service Desk

5 Customer Relationship Management and IT Support The strategic role of the service desk and its responsibilities to customers. Effective Communication Key theories and techniques to drive effective communication with customers. Presentation 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 Learn how to create powerful written management reports. Teamwork and Leadership Develop effective leadership and teambuilding skills.

6 Customer Relationship Management 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.

7 The Service Desk and The ITSM Marketplace Project Management Overview Assertiveness Promoting The Service Desk Customer Relationship Management Customer Relationship Management and IT Support Senior Analyst To Team Leader Teamwork and Leadership Effective Communication Presentation Service Desk Metrics Problem Solving Techniques Report Writing

NHS PROPERTY SERVICES LTD. Job Description

NHS PROPERTY SERVICES LTD. Job Description NHS PROPERTY SERVICES LTD Job Description Job title: Business Process Improvement Manager Level: 4 Type of role: Base: Travel requirements: Responsible to: Directorate: Job reference: Permanent London