Service Desk Trainer

Managed Services Trainer - Security

Make a difference. Be happy. Grow your career.

Position Overview: The Service Desk Trainer is responsible for developing and delivering Information security related training programs to ensure that service desk staff are trained to notice red flags and prevent a data privacy breach. This role involves working with the Cyber Security Team and produce Training materials centered around Data Privacy Protection.

Key Responsibilities:

• Training Development: Design and develop training programs and materials, including manuals, videos, and interactive modules, tailored to the needs of the service desk team.
• Training Delivery: Conduct training sessions for new hires and existing staff, using various methods such as classroom training, webinars, and on-the-job coaching.
• Performance Evaluation: Assess the effectiveness of training programs through feedback, testing, and performance metrics, and make necessary adjustments to improve training outcomes.
• Continuous Improvement: Stay updated with the latest industry trends and best practices in service desk operations and incorporate them into training programs.
• Collaboration: Work closely with service desk managers and team leads to identify training needs and ensure alignment with organizational goals.
• Documentation: Maintain accurate records of training activities, materials, and employee progress.

Qualifications:

• Education: Bachelor's degree in Education, Information Technology, Business Administration, or a related field.
• Experience: Proven experience in training and development, preferably in a service desk or technical support environment.
• Skills:
  • Excellent communication and presentation skills.
  • Strong organizational and time management abilities.
  • Proficiency in using training software and tools.
  • Ability to create engaging and effective training materials.
  • Strong analytical skills to assess training effectiveness.

Preferred Qualifications:

• Certification in training and development (e.g., Certified Professional in Learning and Performance - CPLP).
• Experience with Learning Management Systems (LMS).
• Knowledge of ITIL or other service management frameworks.
• Extensive experience using BSMH and RSFH information security guidelines

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.