Job Description

Trainer - IT Service Desk End User Experience (EUX) build, run and monitor some of the Group\'s largest platforms and systems. The role we play and the work we do empowers our people to achieve more and provides our customers with better outcomes. Joining EUX means you\'ll be working with a group of people dedicated to delivering the best workplace technology experience for all teams across the Group. We\'re focused on providing the latest tools, technology, and resources to enhance the way our teams work together. We\'re working to re-architect and modernise our operating landscape, enabling our colleagues to provide seamless solutions to millions of people. We have a relentless focus on innovation and keeping the bank operational & secure. W e want you to join our amazing team. We are seeking a highly skilled and experienced IT Service Desk Trainer to join our dynamic IT team. As an IT Service Desk Trainer, you will be responsible for designing, developing, and delivering comprehensive training programs to enhance the knowledge and skills of your IT Service Desk colleagues. You will play a crucial role in ensuring that our service desk team members are well-equipped to provide exceptional customer support and resolve technical issues efficiently. Design and develop training programs, materials, and resources tailored to the specific needs of the IT Service Desk team. Create engaging and interactive training modules, presentations, and guides to effectively deliver technical concepts and customer service skills. Incorporate industry best practices, emerging technologies, and relevant IT service management frameworks (e.g., ITIL) into training content. Conduct engaging training sessions, both in-person and virtually, to new and existing IT Service Desk staff. Effectively communicate technical concepts, troubleshooting techniques, and customer service principles to enhance the team\'s knowledge and skills. Utilize various training methods, such as presentations, demonstrations, hands-on exercises, role-playing, and group discussions, to ensure effective learning. Collaborate with IT Service Desk management to identify skill gaps and training needs within the team. Conduct training needs assessments and surveys to gather feedback from staff and evaluate training effectiveness. Continuously monitor industry trends and technological advancements to update training content accordingly. Offer individual coaching and support to IT Service Desk team members to address specific training needs or performance improvement areas. Assist in developing personalized development plans and recommend additional resources for further learning. Stay informed about the latest IT trends, software applications, and hardware developments relevant to the IT Service Desk function. Regularly update training materials to reflect technological advancements and industry changes. Maintain accurate records of training sessions, attendance, and individual performance improvement plans. Generate comprehensive training reports to assess the effectiveness of the training programs and provide recommendations for improvement. Proven experience as an IT trainer, preferably in a Global Service Desk or technical support environment. Strong knowledge of IT service management concepts, customer service principles, and troubleshooting techniques. Certification within ITIL framework or other IT service management frameworks is highly desirable. Excellent communication and presentation skills with the ability to explain complex technical concepts clearly and concisely. Proficient in designing and delivering training using a variety of methods and technologies. Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace. One where we\'re driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day. Here, you\'ll thrive. You\'ll be supported when faced with challenges and empowered to tackle new opportunities. You\'ll be empowered to do your best work and contribute to the future success of the Group. We really love working here, and we think you will too. If you\'re already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you\'ll need to apply through to submit a valid application. We\'re keen to support you with the next step in your career. We\'re aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 02/11/2023

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