Helpdesk Trainer

About the role

The Helpdesk Trainer is responsible for designing, delivering, and maintaining training programs that equip Helpdesk Analysts with the technical knowledge, customer service skills, processes, and tools required to provide high-quality support. The Trainer will support new-hire onboarding, refresher training, upskilling, and continuous learning initiatives. This role works closely with Operations, Quality, and client stakeholders to identify training needs and ensure that training programs are aligned with business requirements, service standards, and operational goals.

Key responsibilities

• Deliver engaging and effective training programs for new hires, existing Helpdesk Analysts, and support staff
• Conduct classroom, virtual, hands-on, and system-based training sessions
• Facilitate new-hire onboarding, product/process training, technical training, and refresher sessions
• Train employees on helpdesk tools, ticketing systems, knowledge bases, workflows, and standard operating procedures
• Conduct assessments, quizzes, practical exercises, and knowledge checks to measure learning effectiveness
• Provide coaching and additional support to employees who require further development
• Develop and maintain training materials, presentations, facilitator guides, job aids, knowledge checks, and other learning resources
• Ensure training materials are accurate, current, and aligned with approved processes and client requirements
• Partner with Operations and Subject Matter Experts (SMEs) to identify changes that require training updates
• Identify knowledge and skill gaps through performance data, QA results, customer feedback, incident trends, and operational observations

About you

• Ability to deliver engaging and effective training programs
• Experience with classroom, virtual, hands-on, and system-based training delivery
• Knowledge of helpdesk tools, ticketing systems, knowledge bases, workflows, and standard operating procedures
• Ability to conduct assessments, quizzes, practical exercises, and knowledge checks
• Experience developing training materials, presentations, facilitator guides, and job aids
• Ability to identify knowledge and skill gaps through performance data and operational observations
• Experience providing one-on-one coaching and targeted development sessions
• Strong communication and facilitation skills