Lead Trainer- Service Desk

Responsibilities

• Training Program Design & Development:
• Design, develop, and update engaging and effective training modules, materials, presentations, and job aids for new hires and existing Service Desk teams.
• Collaborate with Service Desk leadership, Subject Matter Experts (SMEs), and IT teams to identify training needs, skill gaps, and knowledge deficiencies.
• Incorporate ITIL best practices, product updates, new tools, and process changes into training curricula.
• Develop effective assessment methods to evaluate trainee comprehension and skill application.
• Training Delivery & Facilitation:
• Conduct various training sessions, including instructor-led classroom training, virtual sessions, workshops, and on-the-job coaching.
• Deliver training on technical topics (e.g., Windows OS, MS Office 365, Active Directory, network basics, specific applications), customer service skills, communication techniques, and Service Desk processes (incident, request, problem management).
• Facilitate role-playing exercises, simulations, and practical scenarios to enhance learning and skill development.
• Provide constructive feedback to trainees to support their growth and performance.
• Knowledge Management & Content Curation:
• Work closely with the Knowledge Manager and Service Desk Team Leads to ensure all training content aligns with the knowledge base.
• Contribute to the creation and continuous improvement of knowledge base articles, FAQs, and internal documentation, ensuring accuracy and clarity.
• Ensure training materials are consistently updated to reflect the latest product, process, and system changes.
• Performance & Quality Improvement:
• Monitor post-training performance of agents, analyze trends, and identify areas for additional training or coaching.
• Collaborate with Quality Assurance (QA) teams to identify common errors or knowledge gaps and address them through targeted training interventions.
• Provide feedback to Service Desk Team Leads and Management on individual and team performance trends related to training effectiveness.
• Stakeholder Collaboration & Mentorship:
• Act as a mentor and coach for Service Desk Analysts, providing guidance and support beyond formal training sessions.
• Build strong relationships with Service Desk leadership, IT teams, and other departments to ensure training programs are relevant and effective.
• Stay updated with industry trends in IT support, training methodologies, and new technologies.