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26 - CMR - Customer Relations

MCR 109 - Service Desk Senior Analyst (SDSA)

Code Start Date Duration Venue
MCR 109 02 October 2023 5 Days Istanbul Registration Form Link
MCR 109 27 November 2023 5 Days Istanbul Registration Form Link
MCR 109 18 December 2023 5 Days Istanbul Registration Form Link
Please contact us for fees


Course Description

This course is designed for Service Desk Senior Analyst which is the more advanced step after being a Service Desk Analyst. The course polishes up and improves participants' skills and experience as they get more involved in leadership and management activities and have a greater workload and responsibilities. It provides them with a wide range of tips they need for their career advancement in this field. 

Course Objectives

  • Understanding the responsibilities and duties of a Service Desk Senior Analyst
  • Enhancing communication skills
  • Arm self with necessary IT knowledge
  • Being able to identify customer's needs
  • Presenting self well in meetings and presentations 

Who Should Attend?

  • HR employees
  • Secretaries
  • Service Desk Senior Analyst
  • Managers
  • Anyone involved in the Customer Service field 

Course Details/Schedule

Day 1

  • Service Desk Senior Analyst's duties and responsibilities
  • Service Desk Metrics
  • Assessing market's needs
  • Key performance indicators (KPI)
  • Organizing a rotating shift schedule
  • Arranging staff trainings
  • IT service management 

Day 2

  • Tips for effective communication
  • Verbal and non-verbal communication  
  • Handling controversial calls
  • The importance of Tone of Voice
  • Writing e-mails
  • Participation in meetings 

Day 3

  • Performing briefings and writing reports
  • Identifying reports types
  • Using appropriate structure
  • Information synthesis
  • Making and using statistics
  • Sourcing and citation
  • Checking and reviewing 

Day 4

  • Customer service skills
  • Customers' types and expectations
  • Customers' satisfaction
  • Dealing with difficult customers
  • Integrating with the customers
  • Generating a customer's focused solution
  • Problem solving techniques 

Day 5

  • Tips for effective presentation
  • Preparing presentation
  • Collecting presentation material
  • Presentation methods
  • Visual aids
  • Presenting materials
  • Dealing with Questions