Trainer - Technical Voice Support

Job Description

About the Role:

We are currently looking for a Service Desk Trainer! As a SD Trainer you would be responsible for design, delivery, and enhancement of training programs in collaboration with SD Operations. You will be responsible for training onboarding new hires, upskilling current staff, and ensuring all team members are aligned with best practices, customer service standards, and technical procedures.

Responsibilities

Design and develop training materials, manuals, e-learning modules, and hands-on labs specific to service desk operations.
Deliver instructor-led training sessions, both in-person and virtually, for new hires and ongoing staff development.
Evaluate trainee performance and progress using assessments, quizzes, and feedback mechanisms.
Collaborate with the service desk leadership to identify knowledge gaps and provide targeted training solutions.
Train staff on new tools, systems, and processes related to ticketing platforms, incident management, remote support, and cybersecurity basics.
Act as a liaison between technical SMEs and the service desk team to ensure technical accuracy in training content.

Qualifications

Proven experience working in a service desk, help desk, or IT support environment.
Previous experience in a training or coaching role.
Strong understanding of ITIL principles and service management tools (e.g., Service Now, Zendesk, Jira Service Desk).
Excellent verbal and written communication skills.
Strong organizational and time management skills.
Ability to simplify complex technical concepts