Service Desk Lead

Service Desk Trainer -Greenhills, San Juan

Providing Best in Class services to end users. The Service Desk Trainer is responsible for designing, delivering, and continuous improvement of onboarding and skills development programs for Service Desk analysts, technicians, and support staff. This role bridges the gap between technical expertise, customer service excellence, and operational efficiency—ensuring frontline agents have the knowledge, tools, and soft skills needed to deliver fast, effective IT support

.Key Responsibilitie

s

1. Training Program Design & Curriculum Developmen

• tDesign, update, and maintain comprehensive onboarding modules for new Service Desk hires
• .Develop interactive training materials, standard operating procedures (SOPs), knowledge base articles, interactive guides, and quick reference sheets
• .Align training modules with IT Service Management (ITSM) best practices, such as ITIL standards for Incident and Request Management

1. .Training Delivery & Coachin

• gConduct instructor-led onboarding sessions (classroom or virtual) covering ITSM tooling (e.g., ServiceNow, Jira Service Management), call/chat/ ticketing workflows, and troubleshooting methodologies
• .Facilitate soft skills and customer service workshops (active listening, de-escalation, effective communication over phone/chat)
• .Lead hands-on technical labs simulating real-world ticket scenarios, network access resets, hardware diagnostics, and software provisioning

1. .Performance Assessment & Continuous Improvemen

• tPartner with Quality Assurance (QA) specialists and Team Leads to perform gap analyses based on ticket audits, call recordings, and First Contact Resolution (FCR) metrics
• .Conduct targeted refresher training and 1-on-1 coaching for agents needing skill reinforcement
• .Track and evaluate training effectiveness through post-training assessments, ramp-up time tracking, and agen

1. tOperationa

• lCoach and schedule a team of service desk analysts/technicians, providing day-to-day direction and performance feedbac
• kMonitor real-time queue metrics and response/resolution SLAs, stepping in to support Call/chat/ticket volume spikes as needed
• .Scheduling shift coverage and managing on-call rosters
• .Queue Managemen
• tEnforce ITIL best practices for Incident, Service Request, and Problem Management
• .Perform regular ticket quality assurance (QA) audits to ensure accurate logging, proper classification, and professional user communication
• .Perform DSAT, FCR, Reopen Ticket, Escalation Analysis and coach agent
• sIdentify recurring issues and drive root-cause analysis and preventive solution
• sService Improvement Pla

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Qualification & Skil

• lsCandidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology or equivale
• nt3+ years in IT Service Desk, Technical Support, or IT Operations, with at least 1–2 years in a dedicated training, instructional design, or senior mentorship rol
• e.Technical Proficiency: Deep understanding of ITSM ticketing systems (ServiceNow, Zendesk, Remedy, or Jira), Active Directory, Microsoft 365, remote desktop tools, and basic network troubleshootin
• g.IT Service Management: Knowledge of ITIL concepts (ITIL v4 Foundation certification preferred
• ).Candidate should know how to use excel and presentati
• onMust be amenable to work in shifting schedul
• esMust be okay to work 100% on si
• teShould be ready to work in 24/7 work environme
• ntMust have excellent communications skills, customer service skills, problem-solving, coaching skills and organizational skil
• lsDetail and service-oriented team player who can be flexible with hours, if necessary, and can work independent
• lyTeam player who is motivated and has initiati
• veMust be able to multitask and work in a fast-paced environme

ntCore Competen

• cyInstructional Ability: Talent for breaking complex technical concepts into clear, digestible steps for non-technical or junior audience
• s.Communication: Exceptional verbal, written, and presentation skills across remote and in-person setting
• s.Analytical Thinking: Ability to identify training opportunities through performance metrics (Average Handling Time, Customer Satisfaction scores, FCR

).Drive your experience with #HCL Technologies and receive the following Benefit

• s:
  Free HMO up to 3 dependents from Da
• y 1Life Insura
• nceSick Lea
• vesAnnual Leaves, e
• tc.13th Month