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Service Desk Training Specialist
2 weeks ago
The Technical Trainer will be responsible for developing and delivering training programs for service desk staff, focusing on enhancing knowledge and skills that align with quality and performance expectations.
This role requires a strong understanding of service desk operations, customer service principles, and adult learning theories.
Main Responsibilities:- Develop Comprehensive Training Materials
- Conduct Onboarding and Ongoing Training Sessions for New and Existing Employees
- Work Closely with the Quality Analyst Team to Identify Training Needs Based on Quality Assessments and Performance Metrics
- Evaluate the Effectiveness of Training Programs Through Assessments, Feedback, and Performance Metrics, Making Improvements as Necessary
- Facilitate Group Training Sessions, Workshops, and Simulations to Enhance Employee Skills in Real-World Scenarios
- Maintain Up-to-Date Knowledge of Service Desk Policies, Procedures, and Tools to Provide Accurate Training Information
