Service Desk Trainer

3 days ago

Mysore Road Tolgate, Karnataka, India beBeeTraining Full time US$ 90,000 - US$ 1,20,000

Service Desk Training Lead

Job Overview

We are seeking an experienced Service Desk Training Lead to develop and deliver comprehensive training programs for our Service Desk teams.

As a key member of our Service Desk team, you will be responsible for creating engaging training materials and conducting workshops to enhance the skills of our agents. Your primary focus will be on delivering high-quality support and continuous improvement through effective training practices.

Key Responsibilities:
  1. Design and implement robust training programs for all Service Desk personnel, covering product knowledge, technical skills, customer service best practices, and procedural adherence.
  2. Develop and conduct advanced training sessions, workshops, and coaching for new hires and existing agents, fostering continuous skill enhancement.
  3. Create and update engaging training materials, including manuals, presentations, e-learning modules, and practical exercises.
  4. 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).
  5. Mentor junior trainers or team leads who are involved in training activities.
Requirements:
  • Proven experience as a trainer or senior trainer 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.
  • Demonstrated ability to design effective training content and methodologies.
Qualifications:
  • Bachelor's degree in a relevant field (e.g., IT, Business, Education, Human Resources) or equivalent practical experience.

Skills: We're looking for individuals with strong analytical and interpersonal skills, as well as proficiency in using various training tools and platforms.

If you have a passion for training and development and want to make a meaningful contribution to our Service Desk team, we encourage you to apply for this exciting opportunity.

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