Senior Administrator - English, French, Microsoft Windows

About the role

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.

What you'll do

• 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
• Conduct knowledge assessments, quizzes, mock calls, practical exercises, and post-training evaluations to measure training effectiveness and knowledge retention

What you need

• 5–6 yrs of experience
• Windows
• Active Directory
• ITIL
• Troubleshooting
• Office 365
• ServiceNow
• Any graduate

Good to have

• Ticketing tools
• SOP writing