Service Desk Trainer

About the role

The Service Desk Trainer will lead the upskilling of our support team, ensuring high‑quality ticket handling and customer interactions. You will work closely with the Service Desk Lead to drive productivity and maintain service excellence.

Key responsibilities

• Audit ticket quality, call/chat/email interactions, and knowledge‑base articles.
• Identify, diagnose, and categorize issues, recording deviations and recommending corrective actions.
• Monitor incidents from initiation to resolution and escalate unresolved problems as needed.
• Coach and mentor team members to improve technical and communication skills.
• Collaborate with stakeholders to achieve calibration and consensus on support standards.

Required profile

• 4‑10 years of experience in service desk or technical support environments.
• Strong analytical, written and verbal communication, and presentation abilities.
• Experience in auditing support interactions and driving continuous improvement.
• Proactive problem‑solving mindset with a coaching approach.
• Excellent time‑management, multitasking, and ability to work with minimal supervision.

Required skills

• Networking fundamentals
• Active Directory
• DNS configuration and troubleshooting

What we offer

• Opportunity to shape the skill set of a growing support team.
• Collaborative environment with a focus on professional development.