Helpdesk Training Specialist

Seven Seven Global Services, Inc.; Makati; On-site; PHP 335,000 - 513,000; Full time

Job summary

Seven Seven Global Services, Inc. in Makati is seeking a Helpdesk Trainer to design, deliver, and maintain training programs that equip Helpdesk Analysts with the technical knowledge, customer service skills, processes, and tools needed to provide high-quality support.

You will support new-hire onboarding, refresher training, upskilling, and continuous learning initiatives, collaborating with Operations, Quality, and client stakeholders to align programs with business requirements, service

Qualifications

• Experience designing and delivering training for helpdesk analysts.
• Ability to deliver classroom, virtual, hands-on and system-based sessions.
• Strong communication and facilitation skills.

Responsibilities

• Deliver engaging and effective training programs for new hires, existing Helpdesk Analysts, and support staff
• Conduct classroom, virtual, hands-on, and system-based training sessions
• Facilitate new-hire onboarding, product/process training, technical training, and refresher sessions
• Train employees on helpdesk tools, ticketing systems, knowledge bases, workflows, and standard operating procedures
• Conduct assessments, quizzes, practical exercises, and knowledge checks to measure learning effectiveness
• Provide coaching and additional support to employees who require further development
• Develop and maintain training materials, presentations, facilitator guides, job aids, knowledge checks, and other learning resources
• Ensure training materials are accurate, current, and aligned with approved processes and client requirements
• Partner with Operations and Subject Matter Experts (SMEs) to identify changes that require training updates
• Identify knowledge and skill gaps through performance data, QA results, customer feedback, incident trends, and operational observations

Skills

Training delivery

Curriculum design

Facilitation

Coaching

Knowledge management

Job description

Seven Seven Global Services, Inc. in Makati is seeking a Helpdesk Trainer to design, deliver, and maintain training programs that equip Helpdesk Analysts with the technical knowledge, customer service skills, processes, and tools needed to provide high-quality support.

You will support new-hire onboarding, refresher training, upskilling, and continuous learning initiatives, collaborating with Operations, Quality, and client stakeholders to align programs with business requirements, service