Provide training and coaching to Service Desk coworkers on providing excellent customer service
Provide training on ITIL processes
Provide full systems training to all Service Desk staff and users of the Service Management tools, to include ServiceNow, telephony, rostering, etc.
Work with the L&D Training team to help deliver soft skills training
Ensure that all Service Desk staff are trained to the same high standards
Create and maintain training documentation for Service Management and Service Desk processes to provide consistency across IT
Work with the Service Desk management team to create and maintain operational procedures and guidelines
Work with internal support teams, customers and third-party suppliers to ensure that Service Desk staff have the appropriate technical training to support end users of the services
Provision of training and development plans for the IT Service Desk
Ensure 1st/2nd line support is in a constant cycle of improvement through internal training; ensuring support documentation is updated
Evaluate the effectiveness of training and adapt training plans as required

Service Enablement Support Specialist

Key skills