Service Desk Training and Knowledge Specialist

Position Summary

The Training & Knowledge Specialist is responsible for developing, coordinating, and maintaining a centralized training and onboarding framework for Workspace services. This role ensures consistency in employee onboarding, continuous learning, procedure adoption, system change readiness, and knowledge management across the organization. The position serves as the central resource for training standards, curriculum development, training documentation, and learning governance while partnering with Service Desk leadership, Knowledge Management, Workforce Management, and operational teams.

The Training & Knowledge Specialist will also perform operational support functions including Service Desk Level 1 customer support, Service Desk Level 2 queue management, mentoring activities, and knowledge management responsibilities as business demand requires.

• Develop and maintain the Workspace training framework, standards, templates, and onboarding programs.
• Design, develop, and deliver training content for new hire onboarding, cross-training, system updates, and operational processes.
• Coordinate training schedules with Workforce Management and operational leadership to balance business coverage and development needs.
• Develop learning paths, assessments, mock scenarios, certifications, and readiness validation programs.
• Create and maintain recorded training sessions and self-paced learning resources.
• Measure training effectiveness through performance metrics, feedback surveys, and employee readiness assessments.
• Facilitate training sessions, workshops, and coaching opportunities for Workspace employees.
• Partner with leadership teams to identify skill gaps and recommend development plans.
• Support change management activities by coordinating training associated with new tools, processes, and client implementations.
• Maintain training records and ensure learning materials remain current and aligned with business objectives.

• Create, edit, publish, and maintain knowledge articles, process documentation, and support procedures.
• Apply Knowledge-Centered Service (KCS) principles to improve knowledge lifecycle management.
• Collaborate with subject matter experts and stakeholders to document operational processes and best practices.
• Conduct periodic reviews of knowledge content to ensure accuracy, consistency, and effectiveness.
• Assist with client onboarding activities involving knowledge capture, documentation, and knowledge transfer.
• Identify documentation gaps and opportunities for process improvement.
• Support alignment between training materials and published knowledge content.

• Provide exceptional customer support through phone, email, chat, and self-service ticket channels.
• Document all customer interactions within approved ITSM platforms.
• Troubleshoot and resolve incidents involving hardware, software, access, account management, and general computing issues.
• Follow established Incident, Request, Access, Problem, and Knowledge Management processes.
• Perform ticket triage and ensure incidents are routed appropriately when escalation is required.
• Assist with queue management activities to ensure adherence to service level objectives.
• Provide mentoring, guidance, and procedural support to Service Desk Analysts.
• Participate in special projects and operational initiatives as assigned by leadership.

• 3 – 5 years of experience in Service Desk, Technical Support, Training, Knowledge Management, or related IT operations roles.
• Experience creating training materials, documentation, or knowledge articles.
• Strong understanding of IT Service Management (ITSM) practices.
• Familiarity with service desk software and IT service management tools.
• Experience delivering presentations, facilitating training sessions, or coaching employees.
• Experience supporting enterprise technologies, operating systems, productivity applications, and customer-facing support environments.
• Knowledge of KCS, ITIL, instructional design methodologies, or learning management systems is highly desirable.
• Excellent interpersonal and communication skills to interact with end-users, stakeholders, and team members effectively.
• Analytical and problem-solving abilities to assess and address complex issues.
• Customer service orientation and commitment to delivering exceptional support.
• ITIL certification or other relevant certifications may be beneficial.

• Prolonged periods sitting at a desk and working on the computer.
• Occasional walking between facilities.
• Occasional lifting, pushing, pulling up to 15 lbs.
• Hybrid position - in office and remote workdays.