Service Desk Trainer

**About WTW**:
Our distinct, connected perspective across talent, assets and ideas unlocks potential for our clients. While many just look at mitigating the downside, we see how a unified approach to people and risk is a path to growth. Powered by market analytics and behavioral insight, our integrated teams reveal hidden value within the critical intersections of our clients’ organizations. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals.

**Summary**:
The Service Desk trainer role is to provide technical or soft skills training to new and seasoned service desk analysts to improve performance and increase first call resolution. The responsibility includes creating educational material, conducting training sessions, identifying skills gaps, and ensuring team members stay motivated.

This is a Service Desk setting with a steady flow of issues, needs and requests from internal end users. The Technical Trainers are expected to be the knowledge champions of the organization. The goal is to make sure that the services delivered to WTW associate is within the standards set by the company.

**Role**:

- Perform on-the-job training to ensure new hire is qualified for their jobs
- Training New Hires or seasoned Service Desk analyst on new or updated service desk procedures to improve their performance. Handle pre-training requirements.
- Develop curriculum and materials and conduct training programs for technical software, hardware, Customer Service, basic writing, telephone, and call control skills etc.,
- Create core standards and competency testing for trainees and new hire applicants such as Ramp Plan Updates and formulation of Training Scorecards
- Proactively seek areas that need improvement to enhance service support within the Service Desk by observing the daily operations of service desk or running reports to identify trends requiring training.
- Conduct training needs analysis to identify gaps in knowledge.
- Liaising with team leaders and managers to conduct on-the-job coaching
- Measuring the effectiveness of training sessions and preparing individual or team progress reports and maintain training records.
- Ensures Training database kept current with Agent data
- Research new ideas and techniques in technical training delivery.
- Keep abreast of technology and customer service trends in the industry.
- Deliver specialized training to internal and external customers
- Lead new training and continuous improvement projects and initiatives
- Coordinate and create unity between process, quality, and training department
- Identify and perform needs analysis within the Service Desk Conduct training needs analysis to identify gaps in knowledge.
- Perform training for process updates and refresher Other related projects, tasks or activities that may be assigned by the employee's superiors.
- Starts and follow Onboarding process for new hires

**Responsibilities**:
Daily Activities:

- Perform or supervise the performance of Service Desk training activities
- Coordinate, develop, and participate in an ongoing training
- Performs activity that is intended to increase the knowledge, skills, and abilities of Service Desk Analyst
- Provide necessary training, coaching, and mentoring to employees
- Plan, develop, conduct and implement training activities
- Create, Revised training plans, modules, and scorecard
- Develop training objectives, select training methods, and evaluate training results.
- Identify areas for improving individual and team performance
- Identify skills gaps and fill them
- Develop presentations, training materials, and handout materials
- Provide training guidance and feedback to other

Business Value:

- Service Readiness: Trainer contributes to Service Desk preparedness by improving the analyst client and technical knowledge and skill set to effectively perform their expected role.
- Quality and CSI: Trainer helps enhance Service Desk performance, boost employee productivity, reduce company turnover and improve company culture

**Requirements**:

- 7-9 years’ experience as a trainer and skilled in Production Experience, Walkthroughs, Instructor-Led and Soft Skills or Technical training
- Degree in Management, Training, Computer Science, or equivalent certification is a plus
- Knowledge of WTW Services and Products is preferred
- ITIL Foundation Certification is preferred.
- Responsible for overseeing the company's employee training and development activitie
- Knowledge in Windows 10 Operating systems, MS Office 365, VPN, MFA or AD tools
- ServiceNow ticketing tool experience
- Good PC skills, especially MS Office 365 (Excel, Word, PowerPoint)
- Excellent communication, problem-solving and presentation skills
- Proven technical trouble shooting and diagnostic skills.
- Ability to quickly react to dynamic service delivery requirements
- Ability to influence, network a