job description
Join HCLTech as a Service Desk Trainer in the vibrant heart of Bali! We are urgently seeking a dynamic professional to lead our service desk training initiatives, ensuring our teams deliver exceptional IT support with efficiency and expertise.
In this pivotal role, you will design, develop, and deliver comprehensive training programs tailored to elevate the technical and customer service skills of our service desk personnel. Your expertise will empower our team to resolve issues swiftly, enhance user satisfaction, and maintain the highest standards of service excellence.
Bali offers a unique blend of professional growth and an unparalleled lifestyle. Work in a collaborative environment while enjoying the island’s stunning landscapes, rich culture, and thriving expat community.
If you are passionate about training, technology, and making a tangible impact, this is your opportunity to shine with a global leader in IT services.
Responsibility
- Develop and deliver engaging training programs for service desk staff, covering technical troubleshooting, software applications, and customer service best practices.
- Assess training needs through surveys, interviews, and performance evaluations to identify skill gaps and tailor programs accordingly.
- Create and update training materials, including manuals, guides, videos, and interactive modules, ensuring they are current and aligned with industry standards.
- Conduct hands-on workshops, simulations, and role-playing exercises to enhance practical skills and confidence among trainees.
- Monitor and evaluate training effectiveness through feedback, assessments, and performance metrics, making data-driven improvements.
- Collaborate with IT and HR teams to align training initiatives with organizational goals and service desk KPIs.
- Stay updated with the latest IT trends, tools, and methodologies to continuously enhance training content and delivery.
- Provide one-on-one coaching and mentorship to service desk agents to support their professional development.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Education, or a related field.
- Minimum of 3 years of experience in IT service desk operations, with at least 2 years in a training or mentorship role.
- Proven expertise in technical support, including troubleshooting hardware, software, and network issues.
- Strong knowledge of ITIL frameworks and service desk best practices.
- Excellent communication, presentation, and interpersonal skills to engage diverse audiences.
- Experience designing and delivering training programs, preferably in a corporate or IT environment.
- Certifications such as ITIL, CompTIA A+, or Microsoft Certified Trainer (MCT) are a plus.
- Ability to work in a fast-paced environment, adapt to changing technologies, and manage multiple priorities effectively.