Trainer (5-Month Contract)

Role Overview:

• A trainer is responsible for designing, delivering, and evaluating training programs aimed at enhancing the technical expertise, customer service skills, and operational proficiency of service desk staff. They develop training materials, conduct training sessions, and provide ongoing coaching and support to ensure that service desk personnel have the competencies required to deliver high-quality support services. Additionally, trainers may assess training needs, track performance metrics, and collaborate with stakeholders to continuously improve training content and delivery methods.

Job Responsibilities:

• Design and develop tailored training programs for the service desk team, covering technical and soft skills.
• Facilitate comprehensive onboarding for new service desk employees, including training on policies, procedures, and tools (License to Support).
• Provide technical expertise and guidance to troubleshoot complex issues and stay updated on industry trends.
• Identify and address skill gaps among service desk personnel through targeted training initiatives and coaching.
• Foster a culture of continuous learning and professional development within the team.
• Gather feedback from staff to improve training content and delivery methods, and conduct assessments to measure effectiveness.
• Ensure training materials and knowledge resources are up-to-date and easily accessible.
• Promote cross-training to enhance team versatility and flexibility.
• Emphasize excellent customer service skills through training on active listening, empathy, and effective communication techniques.
• Works with Quality Analyst and Continuous Improvement analysts to create specific training plans for identified weak spots.