Senior Analyst to Team Leader
Virtual - Login from anywhere
06th - 07th October 2025 (2 Days)
9:00 AM - 4:30 PM GMT
Overview
Transforming Senior Analysts into Effective Team Leaders
The SDI Senior Analyst to Team Leader two-day course is designed to prepare the more experienced senior Service Desk Analyst and budding team leader to play a more strategic role within the Service Desk as well as teach and inspire them to at some point in future, lead a Service Desk Analyst team.
“The Service Desk Institute is a globally recognised organisation, advocating the highest levels of performance and service within our industry.” – Patrycja Sobera, Unisys.
This training course supports the senior analyst’s career progression by developing their knowledge of industry best practice, preparation for the roles and responsibilities of a Team Leader role and skill development and enhancement to better support Service Desk teams and functions.
The Senior Analyst to Team Leader course provides a bridge between the Service Desk Analyst and the Service Desk Manager qualifications.
Prefer to run this course in-house? This training course can also be tailored for in-house delivery for focused groups or project teams at your premises or virtually. Find out more by visiting our bespoke and in-house training page.
Course Content
This practical two-day course consists of twelve core skills-based modules:
- Customer Relationship Management and IT Support– The strategic role of the Service Desk and its responsibilities to customers
- Effective Communication Skills– Key theories and techniques to drive effective communication with customers.
- Presentation Skills– 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 Skills– Learn how to create powerfully written management reports.
- Teamwork and Leadership Skills– Develop effective leadership and team-building skills.
- Customer Relationship Management Skills– 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.
Who Should Attend
The Senior Analyst to Team Leader course is specifically designed for experienced and senior Service Desk Analysts, as well as those aspiring to become Team Leaders. This course aims to equip participants with the new skills required for a Team Leader role, deepen their understanding of best practices, and enhance the existing skills crucial to excelling in a Service Desk environment.
Outcomes
At the end of this course, senior Service Desk Analysts and aspiring Team Leaders will gain:
- An understanding of the importance of business needs and expectations
- Knowledge of ways the IT support function can better meet those needs and expectations of the organisation it supports
- An awareness of the qualities a good leader should possess and how to develop them
- The skills required to communicate effectively
- The ability to deliver professional and engaging presentations and reports
- An awareness of effective problem-solving techniques and when to apply them
- An understanding of the importance of, and need for, accurate measurements of the services we provide
- A broader knowledge of tools and technologies typically used within the Service Desk environment
- core disciplines with which the service desk interacts
- An understanding of importance of good project management skills, and how to apply them in a Service Desk environment
- A new network of colleagues in similar roles from other organisations
All SDI courses are delivered by qualified, professional trainers who combine decades of industry experience, valuable ITSM & service desk knowledge, with real-world exposure to the latest learning techniques and trends. That’s why we are the choice for so many of the UK and Europe’s most successful Service Desks.
Requirements
This is not a pre-recorded webinar and you will need:
- A computer with a webcam (We ask that webcams are turned on throughout the duration of the course.)
- Microphone/headset
- High-speed internet connection
- Ensure you connect 15 minutes before the session starts and log-in as a guest.
To help with the set-up, please download the Adobe Quick Start Guide.
Preparation
Prior to attending the online course, delegates will receive a workbook of Student Notes which includes a course outline and learning outcomes.
In addition, delegates are given details of the virtual room to test their setup before the training begins.
Virtual - Login from anywhere
06th - 07th October 2025 (2 Days)
9:00 AM - 4:30 PM GMT
£930 each (exc. VAT)
Virtual
Proactive Problem Management
Virtual
Managing The Customer Experience
Virtual
Managing The Customer Experience
Trainers
Short Bio
An accomplished training and business consultant who has a passion for developing people and businesses. Donna is also an accredited training provider for...
Read More
Added To Your Basket
Donna Shoesmith, SDI Trainer
- Virtual - Login from anywhere
-
06th - 07th October 2025 (2 Days)
9:00 AM - 4:30 PM GMT
-
£930 (exc. VAT)
What Would You Like To Do Next?
Senior Analyst to Team Leader
- Virtual - Login from anywhere
-
06th - 07th October 2025 (2 Days)
9:00 AM - 4:30 PM GMT
-
£930 (exc. VAT)