Process Trainer - IT Service Desk

Role & responsibilities

Job Description: Process Trainer Service Desk

Responsibilities

• Facilitate engaging training sessions (both in-person and virtual) ensuring seamless delivery.
• Analyze quality data to identify training needs.
• Develop customized training content and plans based on identified gaps.
• Track post-training effectiveness through observations and quality metrics.
• Publish daily, weekly, and monthly training and performance reports to stakeholders.
• Maintain historical training data for all associates.
• Drive performance improvement of new hires during the learning curve through coaching and support.
• Update training materials and manage Knowledge Management (KM) repositories as required.
• Collaborate with cross-functional teams to align training initiatives with project goals and timelines.
• Stay updated with process-related knowledge and support business requirements by handling calls, chats, emails, tickets, or other operational tasks when needed.
• Conduct performance improvement activities such as refresher training, call audits, and Training Needs Identification (TNI).
• Support agents in BQM/PIP programs to enhance performance.
• Monitor associate performance post-training (090 days) to ensure training effectiveness.
• Perform call monitoring (recorded and live) to assess agent performance.
• Ensure adherence to deadlines and drive timely completion of tasks.
• Assist the Training Manager in establishing and monitoring key training metrics.
• Take on responsibilities of Operations Lead/SME when required by the business.
• Provide floor support including floor walks and queue monitoring.
• Mentor and guide trainer aspirants within the team.
• Be flexible for relocation or travel based on business requirements.

Applicant Specifications & Qualifications

• Experience working in a Service Desk environment.
• Excellent communication, presentation, and interpersonal skills.
• Ability to adapt to changing priorities and technological advancements.
• Strong stakeholder management skills and responsiveness to business needs.
• Self-starter with the ability to manage multiple tasks simultaneously.
• Passion for learning and facilitating knowledge transfer.

Desired Skills

1. Strong technical background in IT Service Management with experience in service desk operations.
2. Excellent presentation and training delivery skills.
3. Familiarity with ticketing systems, cybersecurity fundamentals, and remote support tools.
4. Proven experience in designing, developing, and delivering training programs.
5. Experience in maintaining and analyzing historical training data.
6. Hands-on experience in creating SOPs and Knowledge Base (KB) articles.