Course information

Service Desk Senior Analyst Training Course Outline

Module 1: Introduction to Service Desk Seniora 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

Efficient service desk management is essential for ensuring seamless IT support, maintaining user satisfaction, and optimising organisational workflows. This course in the United Kingdom introduces advanced concepts and practices for managing service desks, equipping professionals with the skills needed to excel in senior analyst roles. By mastering service desk management strategies, individuals can enhance operational efficiency, resolve complex issues, and support organisational success.

Proficiency in service desk management is vital for those leading IT support teams or overseeing service desk operations. This expertise empowers professionals to implement best practices, manage escalations effectively, and ensure alignment with organisational goals while maintaining high service standards.

This intensive 1-day Service Desk Senior Analyst Certification training by The Knowledge Academy equips delegates with the knowledge and skills to manage service desk operations at an advanced level. Learners will learn to analyse key performance metrics, handle escalations, and implement frameworks to improve service delivery and user experience. By the end of this Service Desk Institute Training, delegates will be equipped to drive continuous improvement and operational excellence in their service desks.

Course Objectives

  • To understand advanced service desk management concepts and their impact on IT support operations
  • To analyse and improve service desk performance using key metrics
  • To manage escalations and resolve complex issues efficiently
  • To implement best practices and frameworks for enhancing service delivery
  • To develop strategies for continuous improvement and team development

After completing this Service Desk Senior Analyst Training, delegates will receive a certification in Service Desk Management. This Service Desk Institute Training certification recognises advanced expertise in service desk operations, highly valued across IT and customer support industries.

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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 Jersey 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.

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Address

Jersey

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 Jersey. 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 Jersey, 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 Jersey. 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 Jersey 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

What our customers are saying

SDI Training | Service Desk Senior Analyst Training in Jersey 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 Jersey 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 Jersey
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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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