Service Desk Trainer

About the role

The Service Desk Trainer is responsible for delivering initial and ongoing training to new Service Desk agents. This role ensures agents become productive quickly, are equipped with the right tools, and receive continuous coaching throughout their onboarding period.

Key responsibilities

• Deliver pre‑created training content on a structured schedule.
• Answer agent questions and route inquiries to the appropriate contacts during training.
• Assist leadership in managing agent schedules and tracking progress.
• Provide performance feedback to trainees and update leadership regularly.
• Prepare agents with necessary access, tools, and documentation before they join production.
• Shadow agents on calls, give constructive feedback, and support their development.
• Collaborate with stakeholders to create and update continuous training materials.
• Conduct real‑time coaching and hands‑on training activities.
• Review training content for technical accuracy and coordinate adjustments with leadership.
• Coordinate with client representatives to identify and correct deficiencies.
• Lead weekly meetings with team leaders to review agent progress and address needs.
• Maintain and revise training documentation and curriculum.

Required profile

• Experience delivering structured training programs, preferably for IT service desk environments.
• Strong communication skills to answer questions and provide clear feedback.
• Ability to manage schedules and track trainee progress in collaboration with leadership.
• Detail‑oriented mindset for reviewing training materials and ensuring technical consistency.
• Proactive approach to identifying gaps and working with stakeholders to resolve them.

Required skills