Job Summary
We are seeking an experienced Service Desk Trainer with 5–6 years of experience in IT Service Desk operations and technical training. The role will be responsible for designing, developing, and delivering training programs for new hires and existing Service Desk teams, covering technical knowledge, ITSM processes, troubleshooting, tools, customer service, and communication skills. The ideal candidate should have a strong understanding of ITIL processes, incident and request management, ServiceNow or similar ITSM platforms, Microsoft 365, Windows, Active Directory/Microsoft Entra ID, and remote support concepts. The trainer will work closely with Service Desk leadership, Quality, Knowledge Management, and Operations teams to identify training needs, maintain training materials, conduct assessments, and support continuous improvement in Service Desk performance.
Key Responsibilities
Design and deliver new-hire, refresher, upskilling, and process training for Service Desk analysts. Develop and maintain training materials, presentations, knowledge articles, SOPs, troubleshooting guides, assessments, and training plans. Conduct training on Service Desk processes, ITIL practices, ITSM tools, incident/request handling, troubleshooting methodologies, and customer service standards. Provide technical training covering areas such as Windows, Microsoft 365, Active Directory/Microsoft Entra ID, VPN, email, password/access issues, and remote desktop support. Conduct knowledge assessments, quizzes, mock calls, practical exercises, and post-training evaluations to measure training effectiveness and knowledge retention. Identify knowledge and skill gaps by collaborating with Service Desk Operations, Quality, and Knowledge Management teams and develop targeted training interventions. Support new-hire onboarding and transition to production, ensuring analysts have the required technical, process, and communication knowledge before handling user interactions. Conduct regular refresher and knowledge-improvement sessions based on process changes, recurring issues, quality observations, and operational requirements. Maintain training records and provide training progress, completion, assessment, and effectiveness reports to Service Desk leadership. Coordinate with technical SMEs and process owners to ensure training content remains accurate, relevant, and aligned with current support procedures. Promote effective use of the knowledge base and standard troubleshooting procedures to improve consistency and first-level resolution. Support continuous improvement of the Service Desk training framework based on feedback, operational changes, and learning requirements.
Skill Requirements
Strong experience in IT Service Desk operations and technical training. Good understanding of ITIL/ITSM processes, particularly Incident Management, Service Request Management, Problem Management, and Knowledge Management. Hands-on knowledge of ServiceNow or similar ITSM/ticketing tools. Good technical knowledge of Windows, Microsoft 365, Active Directory/Microsoft Entra ID, VPN, email support, access management, and remote support tools. Strong training delivery, facilitation, presentation, and classroom/virtual training skills. Ability to create professional training presentations, SOPs, knowledge articles, assessments, quizzes, and troubleshooting documentation. Strong verbal and written communication skills, with the ability to explain technical concepts in simple and easy-to-understand language. Experience conducting Training Need Analysis (TNA), skill-gap assessments, refresher training, and knowledge assessments. Good understanding of Service Desk metrics such as First Contact Resolution, Average Handle Time, SLA compliance, customer satisfaction, and ticket quality. Strong coaching, mentoring, interpersonal, and stakeholder-management skills. Good analytical skills to identify recurring knowledge gaps and recommend appropriate learning interventions. Ability to manage multiple training batches, learning activities, documentation, and reporting requirements. ITIL Foundation certification and relevant Microsoft or technical certifications would be advantageous.
Other Requirements
NA