We are seeking a highly experienced and impactful Lead Trainer - Service Desk to join KVC Consultants Ltd. In this pivotal role, you will be responsible for leading the development and delivery of comprehensive training programs for our Service Desk teams, ensuring high-quality support and continuous improvement.
Roles and Responsibilities:
- Lead the design, development, and implementation of robust training programs for all Service Desk personnel, covering product knowledge, technical skills, customer service best practices, and procedural adherence.
- Conduct advanced training sessions, workshops, and coaching for new hires and existing agents, fostering continuous skill enhancement.
- Create and update engaging training materials, including manuals, presentations, e-learning modules, and practical exercises.
- Collaborate closely with Service Desk management, Quality Assurance, and operations teams to identify training needs, analyze performance gaps, and develop targeted interventions.
- Evaluate the effectiveness of training programs through various metrics, including post-training assessments, performance reviews, and impact on key Service Desk KPIs (e.g., FCR, AHT, CSAT).
- Mentor and provide guidance to junior trainers or team leads who are involved in training activities.
- Stay updated on industry trends in IT Service Management (ITSM) and adult learning methodologies to ensure training programs remain current and effective.
- Contribute to the development and maintenance of the Service Desk knowledge base, ensuring accuracy and accessibility of information.
- Drive initiatives for process improvement through training, aiming to enhance efficiency and service quality.
Skills Requirement:
- Proven experience as a Lead Trainer or Senior Trainer, specifically within an IT Service Desk or Technical Support environment.
- Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL.
- Exceptional presentation, facilitation, and communication skills (both verbal and written).
- Demonstrated ability to design effective training content and methodologies.
- Strong analytical skills to assess training needs, evaluate program effectiveness, and report on training ROI.
- Experience in coaching and developing individuals for performance improvement.
- Leadership qualities with the ability to inspire and motivate a training team and trainees.
- Proficiency in using various training tools and platforms, including e-learning software.
- Excellent interpersonal skills to collaborate effectively with cross-functional teams.
QUALIFICATION:
- Bachelor's degree in a relevant field (e.g., IT, Business, Education, Human Resources) or equivalent practical experience. ITIL certification is highly preferred.
