Service Desk Training Facilitator

About the role

This position is part of a global Service Desk team in a heavily regulated financial environment. The Training Facilitator designs, schedules and delivers onboarding and ongoing development programs while ensuring consistency across regions and time zones.

Key responsibilities

• Own and coordinate the global Service Desk training calendar, aligning regional trainers and stakeholders.
• Design, build and maintain end‑to‑end training materials, including learning objectives, decks, job aids and assessments.
• Facilitate training sessions for new hires, product releases, client‑driven events and recurring programs.
• Track attendance, administer pre‑ and post‑assessments and analyse results to identify gaps.
• Support onboarding readiness by coordinating equipment, access requests and communications.

Required profile

• Strong facilitation and presentation skills for diverse audiences across regions.
• Experience in instructional design and creating learning materials.
• Proven stakeholder management with SMEs, L&D and Service Desk teams.
• Organised planning ability to balance training with business‑as‑usual constraints.
• Data‑driven mindset for measuring effectiveness and continuous improvement.

Required skills

• Advanced PowerPoint skills for creating training decks.