Service Desk- Training Co-ordinator

5 days ago


Reading, United Kingdom ESP Global Full time

To identify and track training requirements, design, develop and co-ordinate training plans and to deliver core training for all new and existing staff to ensure that all members of the Global Service Desk teams are trained sufficiently for their role, and any training gaps are identified and remediated. Undertake all Global Service Desk Analyst duties as required.

Key Accountabilities
- Design, develop, schedule and deliver new starter Induction training for the Global Service Desk to ensure all new starters are trained to role
- Undertake skills gap and training needs analysis across the Global Service Desk, in conjunction with the Global Service Desk Manager, in order to create and maintain an accurate record of completed and required training
- Design, schedule and implement training plans to address identified skills gaps and training needs
- Identify opportunities for additional training across the Global Service Desk to drive improvements in service quality and delivery
- Update the Knowledge Base to ensure that content is aligned to training
- Collaborate with the Global Service Desk Management Teams to schedule all required training in line with operational requirements, minimising service disruption
- Undertake all Global Service Desk Analyst duties including logging all customer incidents and tickets accurately and proactively monitor, review and chase outstanding tickets to ensure they are responded to promptly, following defined operating procedures and within agreed contractual service levels
- Provide the highest level of customer service always to all customers and users

Skills / Experience Required
- At least 3 years’ experience working in a managed service desk environment for role holder to perform fully and effectively in the job
- Excellent interpersonal skills with the ability to communicate internally at all levels.
- Advanced organisational skills with the ability to handle multiple work streams at one time.
- Excellent Microsoft Office skills including PowerPoint, Word & Excel
- Strong written and verbal communication skills



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