IT Helpdesk Trainer

• Full-time Position

• Set-up: Onsite (Makati)

• Schedule: Day Shift

What You’ll Do

• Deliver classroom, virtual, hands-on, and system-based training for new hires and existing Helpdesk Analysts.

• Facilitate onboarding, technical/process training, refresher sessions, and knowledge assessments.

• Train employees on helpdesk tools, ticketing systems, knowledge bases, workflows, and SOPs.

• Develop and maintain training materials, presentations, job aids, facilitator guides, and assessments.

• Conduct training needs analysis using QA results, performance data, customer feedback, and operational trends.

• Identify knowledge and skill gaps and develop targeted refresher, remediation, and upskilling programs.

• Provide coaching and performance support during training, nesting, and transition periods.

• Collaborate with Operations, Quality, SMEs, and client stakeholders to ensure training remains aligned with business and service requirements.

• Continuously improve training programs based on learner feedback, quality results, and operational needs.

What We’re Looking For

• 3+ years of experience in Helpdesk/Service Desk, Technical Support, or IT Support, with training or coaching experience.
• Proven experience delivering technical and/or customer service training, preferably in a BPO or IT service environment.
• Strong knowledge of Helpdesk/Service Desk processes, ticketing systems, troubleshooting, and IT support workflows.
• Experience developing training materials, assessments, job aids, and learning resources.
• Strong facilitation, presentation, coaching, and communication skills.
• Ability to analyze performance data and identify training and knowledge gaps.
• Comfortable conducting classroom, virtual, and hands-on/system-based training.
• Experience working with Operations, Quality, SMEs, and other stakeholders.
• ITIL certification or relevant technical/training certifications is an advantage.

Pay: Php35,000.00 - Php45,000.00 per month

Benefits:

• Health insurance
• Life insurance

Work Location: In person