PURPOSE AND OBJECTIVES
As an IT Service Desk Training Coordinator, you will assume the responsibility of coordinating all the training initiatives around IT technical support agents within the Service Desk. The role will require ability of adapting training to reflect the current shift to remote working. Plus to consider training and development tasks that will nurture positive team engagement and collaboration while delivering an outcome of excellent IT customer support.
EXPECTATIONS AND TASKS
* Review and enhance the existing training program to promote the behaviour of excellent customer service.
* Coordinate the remote onboarding of external workers.
* Engagement with existing subject matter experts who will deliver segments of the IT technical training
* Create engagement related remote events which help build and promote a culture of togetherness.
* Leverage digital touchpoints to actively share information and provide an informal model of discussion.
* Provide active feedback to ensure continuous improvement in employees experiences within the IT Service Desk leading to the development of a positive culture which is open and inclusive.
* Review potential improvements to existing knowledge assessment tools
* Review quality measures and implement retraining where required
* Proof and edit communications, best practice documents, resource tools and trainings
* Support creation of web-based training templates and knowledge article
REQUIREMENTS
* 3-5 years' experience with training coordination required
* Proficiency with Microsoft Office Suite
* Knowledge of process and procedures development
* Strong analytical and critical thinking skills
* Highly motivated and able to work independently as well as in a
team
* Strong written and verbal communications skills
PREFERRED QUALIFICATIONS
* Bachelor's degree preferred
* Training and/or certification in training coordination or supervisory
skill
