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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
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
Our Albany, NY venue
Includes..
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.
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 Albany, NY. 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 Albany, NY, 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.
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.
Tailored learning experience
Leverage benefits offered from a certification that fits your unique business or project needs
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
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
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 Albany, NY 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 Albany, NY starts from $1595
Which is the best training institute/provider of Service Desk Senior Analyst Training in Albany, NY?
The Knowledge Academy is the Leading global training provider for Service Desk Senior Analyst Training.
Please see our SDI Training courses available in Albany, NY
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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