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Course Overview Delivering excellent service at a senior analyst level, the course offers practical communication skills and an introduction to Service Management, leadership and managing a team. Audience Experienced help desk analysts, team leaders and supervisors looking to progress their career and gain a professional IT Service professional qualification. The course is ideal for analysts with at least 18 months experience in the Service Desk environment. Skills Gained - A thorough understanding of the skills required of a senior analyst
- Effective communication, problem-solving, project management, service measurement, report writing and presentation skills
- An internationally recognised qualification
Course Outline - What makes an excellent senior analyst - and how to achieve it
- Effective communication and problem-solving skills
- Essential project management methods
- Effective service measurement and report writing
- Achieving professional credibility and delivering effective presentations
- Full introduction to the essential Service Management processes and their relationship to the Service Desk
- Key Service Desk tools and technologies
- Practical preparation for sitting and passing HDSA examination
How to make a booking for the HDI-HDSA course
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