Lead Trainer- Service Desk

4 weeks ago

Mysore, India Ghrs Training Full time

Job Description 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.

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