Service Desk Training Specialist — Process & Knowledge

Indra Group; Philippines; On-site; PHP 446,000 - 893,000; Full time

Job summary

Indra Group in the Philippines is seeking an MS Technical and Process Trainer to design, develop and deliver comprehensive training programs for service desk and technical staff. This on-site role partners with clients, managers and team leaders to align programs with project goals.

You will run needs assessments, refreshers, onboarding, and certifications, and establish performance metrics to drive knowledge retention and service desk performance.

Qualifications

• Experience designing and delivering training programs for technical teams.
• Ability to assess skill gaps and create targeted learning plans.
• Strong collaboration with clients and managers to align training with goals.
• Proven track record of improving knowledge retention and on-the-job performance.

Responsibilities

• Design, develop, and deliver training for service desk, L2, SME staff.
• Conduct needs assessments and refreshers to close skill gaps.
• Onboard new team members with structured training.
• Create and update training materials and manuals.
• Collaborate with stakeholders to align training with project goals.
• Track metrics like completion rates and satisfaction.

Skills

Training design

Facilitation

Needs assessment

Stakeholder management

Performance measurement

Job description

Indra Group in the Philippines is seeking an MS Technical and Process Trainer to design, develop and deliver comprehensive training programs for service desk and technical staff. This on-site role partners with clients, managers and team leaders to align programs with project goals.

You will run needs assessments, refreshers, onboarding, and certifications, and establish performance metrics to drive knowledge retention and service desk performance.