Service Desk Trainer

2 days ago

Mumbai Maharashtra, India Brennan IT Full time

**Brennan. Where true performance thrives.**
At Brennan, we believe that _how_ technology is delivered is every bit as important as _what_ the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.
It’s a claim backed by our **True Performance System** - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

**Why join Brennan**
True performance for our customers starts with a true belief in our people.
It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

**True rewards**
In addition to competitive remuneration, Brennan offers extensive benefits, including:

- Training and certification bonuses
- Culture Awards that recognise excellence
- Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
- Vibrant, fun social activities
- Discounted hardware and software
- An environment that embraces learning and development

**The Role**:
The primary purpose of the role is to deliver foundational learning and assist with content development. You will deliver training programs across the Service Desk, help build a learning culture and help ensure that all employees have the knowledge, skills and attitudes required to achieve client outcomes and Brennan IT objectives, along with achieving KPIs and company values alignment.

**Key Responsibilities**:

- Deliver Service Desk onboarding and induction programs sessions to new Service Desk team members
- Evaluate Service Desk performance against trained Service Desk best-practices and provide feedback
- Assist with Service Desk training content creation and updates through chosen training platforms
- Understanding of staff career objectives to help develop Service Desk career paths
- Facilitate walkthroughs of tools, systems, and standard operational processes
- Collect feedback, identify learner challenges and communicate that back to new Service Desk team members
- Promote a culture of training and development across the Service Desk to ensure that team members have the knowledge, skills and attitudes required to achieve desired customer outcomes
- Track and analyse Training & Agent Onboarding metrics including Net Promotor Scores (NPS), First Contact Resolution rates, call and ticket handling capabilities and Quality Assurance assessments.

**Key Competencies**:

- Minimum of 12 months’ work experience in a Service Desk environment.
- Coaching and development skills
- Engaging personality with excellent oral and written communication skills
- Experience delivering technical content is preferred but not essential
- Knowledge of IT Service Management (ITIL)
- Experience designing learning and development content is beneficial but not essential
- Strong technical background in an MSP environment
- Basic facilitation or presenting experience, including a comfort delivering online training sessions
- Working knowledge of internal systems and Service Desk tools
- Learner-focused with a proactive mindset
- Interest in training operations and continuous improvement

**Brennan** is an equal opportunity employer

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