Service desk Trainer

SN Responsibility of / Expectations from the Role

1. Own training-needs analysis, curriculum design, delivery and effectiveness measurement for Service Desk processes, technology, tools, security and customer experience.

2. Develop and maintain role-based learning plans, facilitator guides, simulations, assessments, troubleshooting labs, call scenarios and certification criteria

3. Deliver new-hire, transition, cross-skill, multilingual-support, process, technical and refresher training through classroom, virtual and hands-on formats.

4. Cover ServiceNow, workplace technologies, Microsoft 365, identity and access, endpoint support, knowledge usage, escalation, major-incident awareness and communication skills.

5. Prepare agents for virtual-first and AI-enabled support, including effective use of recommended next-best actions, automation, self-heal, virtual-assistant hand-offs and human-in-the-loop controls.

6. Coordinate KT, shadow and reverse-shadow activities; track attendance, assessment results, nesting readiness, certification, knowledge gaps and remediation plans

7. Partner with Quality, Operations, Knowledge and SMEs to convert defects, ticket trends and user feedback into targeted capability-building interventions

8. Maintain training content within the approved learning repository, with version control, review cadence and alignment to current SOPs and knowledge articles

9. Provide readiness inputs for transition quality gates, go-live and hypercare, and ensure training evidence is audit-ready.

10. Report learning effectiveness through assessment performance, quality improvement, reduced repeat errors, resolution outcomes and adoption measures.