Trainer- Service Desk Operations

Role Overview: You will be responsible for designing and delivering comprehensive training programs for the IT Service Desk team. As a key member of the Learning and Development team, your role will be crucial in equipping Service Desk Associates and IT Support staff with the necessary skills and knowledge for their roles. Key Responsibilities: - Design, develop, and deliver engaging training programs on IT support tools, processes, and best practices, including ServiceNow, incident management, and customer service. - Conduct comprehensive onboarding training for new learners, covering tools, processes, ticketing systems, and communication best practices. - Facilitate regular training sessions on troubleshooting techniques, customer service skills, incident & request handling, and escalation protocols. - Assess training effectiveness through assessments, feedback surveys, and performance metrics to identify skill gaps and areas for improvement. - Create and maintain training materials, such as manuals, e-learning content, job aids, and simulations. Qualification Required: - Bachelor's degree in Computer Science, Information Technology, or related field. - 3+ years of experience in IT Service Desk or Technical Support roles, with 1+ year of experience in delivering technical training. - Familiarity with ticketing systems like ServiceNow, Jira Service Desk, Zendesk, etc. - Excellent communication, facilitation, and interpersonal skills. Additional Details: The company offers a competitive salary and benefits package, opportunities for career growth and professional development, and a collaborative and dynamic work environment. If you are passionate about training with a technical background, this could be the right opportunity for you. Apply now with your resume and a brief introduction outlining your experience and qualifications.,