The Workplace Service Desk trainer role will perform specific training for Service Desk and Tech Lounge agents. 

Functions day to day will include training of new and existing Service Desk and Tech Lounge agents, retraining based on feedback from QA reviews of existing performance and assist in onboarding new services into Service Desk support. 

The Technical Support Workplace Service Desk trainer will be responsible for creation and upkeep of training documentation for Service Desk and Tech Lounge agents.     

Workplace Service Desk Trainer will also support governance and reporting functions through the collection of ticket data and agent performance from the QA team. 

• Work with Team Leads and SMEs to build new and update training plans for all agents
• Build and maintain productive relationships with vendors and suppliers 
• Perform data analysis and reporting for issue and agent performance trends
• Review Customer Satisfaction results and implement changes to Training
• Deliver high quality training plan for Service Desk and Tech Lounge
• Maintain and iterate training plan based on new services provided by Service Desk and Tech Lounge
• Accept feedback from Quality Analyst team and build into training plan
• Direct one on one training to Service Desk and Tech Lounge agents as required.
• Be passionate about the customer with a “nothing is impossible” attitude
• Have a good understanding of Workplace environment including mobiles, Office 365, Email and collaboration tools and mobile applications used by colleagues
• Delivering excellence in end-user experience and continued productivity improvement for all   colleagues
• Manage the operational aspects of asset management services
• Strong Workplace/End User Support technical skills
• Ability to coordinate, analyse, observe, meet deadlines in a detail-oriented manner
• Excellent customer service skills; proficient at both verbal and written communication
• Skilled with Microsoft Office, PowerPoint, Word, Excel, and Visio.
• Knowledge of IT Service Management (ITSM) processes such as Incident, Change, Asset & Problem Management.
• Experience with process creation, process improvement, and process implementation
• Desirable
• Tertiary qualification in Technology or Commerce
• It is expected that the role holder will most likely have the following qualifications and experience:
• 2-5 years of experience with Workplace/End User Support 
• Proactive and attention to detail
• Ability to coordinate, analyse, observe, meet deadlines in a detail-oriented manner.
• Excellent customer service skills; proficient at both verbal and written communication.
• Skilled with Microsoft Office, PowerPoint, Word, Excel, and Visio.
• Knowledge of IT Service Management (ITSM) processes such as Incident, Change, Asset & Problem Management.
• Experience with process creation, process improvement, and process implementation