NTT

5 days ago

Service Desk Trainer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Design, develop, and deliver helpdesk training across e-learning, web-based, blended, and classroom formats. Revise and maintain curricula and training materials, create diagrams and graphical assets, and deliver courses within tight business timelines. Assess training needs, create training plans, coach and provide feedback to helpdesk staff, and evaluate program effectiveness while maintaining training records and tracking employee progress.

Location: Cyberjaya

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Design and edit basic e-learning, virtual, blended, and classroom curricula.
•Revise and maintain curricula and training materials in line with learning outcomes.
•Develop and deliver training programs for new and existing helpdesk staff, including classroom and on-the-job training.
•Create training materials (handbooks, job aids, presentations) and training plans based on training needs.
•Evaluate training effectiveness, provide coaching and feedback, and maintain records of training activities and employee progress.

Key Requirements

•1-3 years of experience designing and delivering training programs, preferably in a helpdesk or technical support environment.
•Strong class presentation, facilitation, and management skills.
•Advanced knowledge of Windows and common workplace technologies including Microsoft 365 (Outlook, Teams), VPN, and printers.
•Clear communication across organizational levels, with strong customer service and problem-solving skills.
•Experience with ticketing tools such as ServiceNow is an advantage; ITIL Foundation or CompTIA A+ or Microsoft certification is an advantage.

Experience:1-3 yearsHelpdeskTechnical supportService desk

Skills:Class presentationFacilitationCommunicationCustomer serviceProblem-solving

Certifications:ITIL FoundationCompTIA A+Microsoft certification

Tech Stack:WindowsMicrosoft 365OutlookTeamsVPNPrintersServiceNowE-learningWeb-based trainingClassroom training

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT