Service Desk Trainer

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Managed Services Trainer - Security

Position Overview: The Service Desk Trainer is responsible for developing and delivering Information security related training programs to ensure that service desk staff are trained to notice red flags and prevent a data privacy breach. This role involves working with the Cyber Security Team and produce Training materials centered around Data Privacy Protection.

Key Responsibilities:

• Training Development: Design and develop training programs and materials, including manuals, videos, and interactive modules, tailored to the needs of the service desk team.
• Training Delivery: Conduct training sessions for new hires and existing staff, using various methods such as classroom training, webinars, and on-the-job coaching.
• Performance Evaluation: Assess the effectiveness of training programs through feedback, testing, and performance metrics, and make necessary adjustments to improve training outcomes.
• Continuous Improvement: Stay updated with the latest industry trends and best practices in service desk operations and incorporate them into training programs.
• Collaboration: Work closely with service desk managers and team leads to identify training needs and ensure alignment with organizational goals.
• Documentation: Maintain accurate records of training activities, materials, and employee progress.
  
  

• Education: Bachelors degree in Education, Information Technology, Business Administration, or a related field.
• Experience: Proven experience in training and development, preferably in a service desk or technical support environment.
• Skills:
• Excellent communication and presentation skills.
• Strong organizational and time management abilities.
• Proficiency in using training software and tools.
• Ability to create engaging and effective training materials.
• Strong analytical skills to assess training effectiveness.
  

• Certification in training and development (e.g., Certified Professional in Learning and Performance - CPLP).
• Experience with Learning Management Systems (LMS).
• Knowledge of ITIL or other service management frameworks.
• Extensive experience using BSMH and RSFH information security guidelines