Key Responsibilities:

• Design, develop, and deliver comprehensive training programs for service desk, L2, SME and other personnel within the project.

• Conduct training needs assessments to identify skill gaps and training requirements.

• Organize and conduct regular refresher training sessions to ensure continuous improvement and knowledge retention.

• Facilitate the onboarding process for new team members, ensuring they are well-integrated and equipped with the necessary skills and knowledge.

• Develop and update training materials, manuals, and documentation to support training initiatives.

• Monitor and evaluate the effectiveness of training programs and make necessary adjustments to improve outcomes.

• Work closely with client, managers, team leaders, and other stakeholders to align training programs with project goals and objectives.

• Gather feedback from trainees and stakeholders to continuously improve training programs and methodologies.

• Collaborate with the Indra training team to explore, coordinate, plan, and recommend certifications to the team.

• Establish and track performance metrics for trainers, including trainee satisfaction scores, training completion rates, knowledge retention rates, and the impact of training on service desk performance.

• Execute a monthly process and knowledge exam to identify opportunities for further training and development.

Qualifications:

• Proven experience as a Technical and Process Trainer or similar role.

• Strong knowledge of service desk and IT operations and best practices.

• Excellent communication and presentation skills.

• Ability to design and implement effective training programs.

• Strong organizational and time management skills.

• Proficiency in using training software and tools.

• Ability to work collaboratively with diverse teams.

Preferred Qualifications:

• Certification in training and development or related field.

• Experience with e-learning platforms and virtual training tools.

• Knowledge of ITIL or other relevant frameworks.

Please refer to job description.