Lead Trainer- Service Desk, Mysuru

Responsibilities Training Program Design&Development: Design, develop, and update engaging and effective training modules, materials, presentations, and job aids for new hires and existing Service Desk teams. Collaborate with Service Desk leadership, Subject Matter Experts (SMEs), and IT teams to identify training needs, skill gaps, and knowledge deficiencies.Incorporate ITIL best practices, product updates, new tools, and process changes into training curricula. Develop effective assessment methods to evaluate trainee comprehension and skill application. Training Delivery&Facilitation: Conduct various training sessions, including instructor-led classroom training, virtual sessions, workshops, and on-the-job coaching. Deliver training on technical topics (e.g., Windows OS, MS Office 365, Active Directory, network basics, specific applications), customer service skills, communication techniques, and Service Desk processes (incident, request, problem management).Facilitate role-playing exercises, simulations, and practical scenarios to enhance learning and skill development. Provide constructive feedback to trainees to support their growth and performance. Knowledge Management&Content Curation: Work closely with the Knowledge Manager and Service Desk Team Leads to ensure all training content aligns with the knowledge base. Contribute to the creation and continuous improvement of knowledge base articles, FAQs, and internal documentation, ensuring accuracy and clarity.Ensure training materials are consistently updated to reflect the latest product, process, and system changes. Performance&Quality Improvement: Monitor post-training performance of agents, analyze trends, and identify areas for additional training or coaching. Collaborate with Quality Assurance (QA) teams to identify common errors or knowledge gaps and address them through targeted training interventions. Provide feedback to Service Desk Team Leads and Management on individual and team performance trends related to training effectiveness.Stakeholder Collaboration&Mentorship: Act as a mentor and coach for Service Desk Analysts, providing guidance and support beyond formal training sessions. Build strong relationships with Service Desk leadership, IT teams, and other departments to ensure training programs are relevant and effective. Stay updated with industry trends in IT support, training methodologies, and new technologies.