Workplace Solutions - Service Desk Training Facilitator

If you are seeking a team orientated role that promotes development, progression and outstanding service delivery this may be the position for you.

As a Training Facilitator within a global Service Desk team you will play an important part in a financial, heavily regulated environment. This role designs, schedules, and delivers onboarding, recurring development, and change-driven training while aligning regional trainers to ensure a consistent experience across regions and time zones. The facilitator will partner with Service Desk leadership, Support/Coordination teams, SMEs, and Learning & Development to prioritize training needs, measure effectiveness, and drive continuous improvement.

Job Responsibilities

• Own the global Service Desk training calendar, regional schedules, and day-to-day coordination across time zones.
• Align regional trainers and stakeholders to ensure consistent materials, delivery standards, communications, and coverage.
• Design and maintain training end-to-end (learning objectives, decks/job aids, exercises), ensuring alignment with Knowledge Base documentation and validating content with SMEs.
• Plan and facilitate training sessions as needed (new hire onboarding, ad hoc enablement for releases/product changes, client-driven events, and recurring monthly/quarterly/annual programs).
• Build and administer pre- and post-assessments; track attendance and analyze results to identify gaps and improve content and delivery.
• Support onboarding readiness in partnership with regional teams (new joiner communications, confirming equipment readiness, coordinating access request actions), plus training on tools, products, and phone/customer etiquette.
• Provide clear leadership reporting on attendance, participation, and training outcomes.

Required Qualifications, Capabilities and

Skills

• Strong training facilitation and presentation skills across varied audiences and regions.
• Instructional design capability (structuring sessions, creating learning materials, building assessments).
• Strong stakeholder management and collaboration with SMEs, L&D, and Service Desk teams.
• Organized planning and scheduling skills; able to balance training with BAU constraints.
• Data-driven approach to prioritization and continuous improvement.
• Strong PowerPoint skills.

Preferred Qualifications, Capabilities and

Skills

• Minimum of 3 to 5 years experience in a similar role, inclusive of all the above needs.
• Experience designing and delivering training in an operational environment (e.g., Service Desk, IT support, operations, customer support).
• Experience coordinating training across regions/time zones and working with distributed stakeholders/trainers.
• Experience measuring training effectiveness using assessments and/or participation data.
• Experience training in a customer service environment, and/or a financial, heavily regulated environment will be valued