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