Job Summary:
We are looking for an experienced Trainer to support our desktop support team. In this role, you will develop training materials, conduct training sessions, provide technical guidance, and collaborate with IT teams to improve desktop support operations. You will be the go-to expert for specific products, applications, or domains, helping the team deliver high-quality services to end-users.
Key Responsibilities:
- Develop and maintain SOPs, training materials, and documentation for desktop support.
- Plan, coordinate, and prioritize training activities for timely and effective knowledge transfer.
- Serve as the primary contact for escalated technical issues and complex problem resolution.
- Collaborate with IT teams and stakeholders to align desktop support with IT strategies.
- Monitor training effectiveness and continuously improve training content.
- Provide expertise to the Center of Excellence to enhance team operations and KPIs.
- Stay updated on industry trends, emerging technologies, and best practices in desktop support.
Requirements:
- ITE/Diploma graduate with 5+ years’ experience in desktop support.
- 5+ years’ experience with Microsoft Windows 10 and Microsoft Office 365.
- Relevant certifications (at least one):
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Azure Security Engineer Associate
- Previous IT helpdesk or call center support experience, including remote support, is a plus.
- Strong knowledge of workstations and related components.
- Good coordination and time management skills; able to prioritize tasks effectively.
- Ability to work with urgency while maintaining quality and clear communication.
Other Details:
