Senior Administrator English, French, Microsoft Windows

Job description

We are seeking an experienced Service Desk Trainer with 5–6 years of experience in IT Service Desk operations and technical training. The role will be responsible for designing, developing, and delivering training programs for new hires and existing Service Desk teams, covering technical knowledge, ITSM processes, troubleshooting, tools, customer service, and communication skills. The ideal candidate should have a strong understanding of ITIL processes, incident and request management, ServiceNow or similar ITSM platforms, Microsoft 365, Windows, Active Directory/Microsoft Entra ID, and remote support concepts. The trainer will work closely with Service Desk leadership, Quality, Knowledge Management, and Operations teams to identify training needs, maintain training materials, conduct assessments, and support continuous improvement in Service Desk performance. Key Responsibilities Design and deliver new-hire, refresher, upskilling, and process training for Service Desk analysts. Develop and maintain training materials, presentations, knowledge articles, SOPs, troubleshooting guides, assessments, and training plans. Conduct training on Service Desk processes, ITIL practices, ITSM tools, incident/request handling, troubleshooting methodologies, and customer service standards. Provide technical training covering areas such as Windows, Microsoft 365, Active Directory/Microsoft Entra ID, VPN, email, password/access issues, and remote desktop support. Conduct knowledge assessments, quizzes, mock calls, practical exercises, and post-training evaluations to measure training effectiveness and knowledge retention. Identify knowledge and skill gaps by collaborating with Service Desk Operations, Quality, and Knowledge Management teams and develop targeted training interventions. Support new-hire onboarding and transition to production, ensuring analysts have the required technical, process, and communication knowledge before handling user interactions. Conduct regular refresher and knowledge-improvement sessions based on process changes, recurring issues, quality observations, and operational requirements. Maintain training records and provide training progress, completion, assessment, and effectiveness reports to Service Desk leadership. Coordinate with technical SMEs and process owners to ensure training content remains accurate, relevant, and aligned with current support procedures. Promote effective use of the knowledge base and standard troubleshooting procedures to improve consistency and first-level resolution. Support continuous improvement of the Service Desk training framework based on feedback, operational changes, and learning requirements. Skill Requirements Strong experience in IT Service Desk operations and technical training. Good understanding of ITIL/ITSM processes, particularly Incident Management, Service Request Management, Problem Management, and Knowledge Management. Hands-on knowledge of ServiceNow or similar ITSM/ticketing tools. Good technical knowledge of Windows, Microsoft 365, Active Directory/Microsoft Entra ID, VPN, email support, access management, and remote support tools. Strong training delivery, facilitation, presentation, and classroom/virtual training skills. Ability to create professional training presentations, SOPs, knowledge articles, assessments, quizzes, and troubleshooting documentation. Strong verbal and written communication skills, with the ability to explain technical concepts in simple and easy-to-understand language. Experience conducting Training Need Analysis (TNA), skill-gap assessments, refresher training, and knowledge assessments. Good understanding of Service Desk metrics such as First Contact Resolution, Average Handle Time, SLA compliance, customer satisfaction, and ticket quality. Strong coaching, mentoring, interpersonal, and stakeholder-management skills. Good analytical skills to identify recurring knowledge gaps and recommend appropriate learning interventions. Ability to manage multiple training batches, learning activities, documentation, and reporting requirements. ITIL Foundation certification and relevant Microsoft or technical certifications would be advantageous. Other Requirements NA Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used to send the request to the correct data center "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off Functional Cookies These cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies. Consent to all Functional Cookies Functional Cookies Provider Description Enabled Vimeo Vimeo is a video hosting, sharing, and services platform focused on the delivery of video. Opting out of Vimeo cookies will disable your ability to watch or interact with Vimeo videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider Vimeo YouTube YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider YouTube Advertising Cookies These cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies. Consent to all Advertising Cookies Advertising Cookies Provider Description Enabled Google Analytics Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Cookie Information Privacy Policy Terms and Cond