Trainer (Desktop Support)

Position Overview

We are seeking an experienced Trainer to support the development and capability of Desktop Support teams through technical training, documentation, knowledge management, and continuous improvement initiatives. The role will also provide technical guidance on complex desktop support issues and work closely with IT teams to enhance operational effectiveness.

Key Responsibilities

• Develop, maintain, and update Standard Operating Procedures (SOPs), training materials, knowledge articles, and technical documentation for Desktop Support operations.
• Plan, coordinate, and deliver technical training programmes for Desktop Support teams based on business and operational requirements.
• Assess training needs and identify knowledge or skill gaps within the support team.
• Conduct onboarding, refresher, and technical training sessions for desktop support personnel.
• Monitor and evaluate training effectiveness through feedback, assessments, incident trends, and operational performance.
• Continuously improve existing training materials and develop new content based on changes in technology, processes, and support requirements.
• Provide technical guidance and act as an escalation point for complex desktop support issues where required.
• Work closely with Desktop Support, Service Desk, Infrastructure, Application, and other IT teams to ensure training content is aligned with current support processes.
• Collaborate with relevant stakeholders to identify recurring technical issues and incorporate appropriate troubleshooting guidance into training materials.
• Provide technical inputs to Centre of Excellence (CoE) initiatives, including the development of tools and solutions to improve team productivity and operational KPIs.
• Support continuous improvement initiatives by identifying opportunities to enhance support processes, knowledge management, and service quality.
• Maintain up-to-date knowledge of Microsoft technologies, Windows environments, Microsoft Office 365, desktop support practices, and IT service management.
• Share technical knowledge and best practices with support teams to improve troubleshooting capabilities and service delivery.
• Prepare training reports, feedback summaries, and other relevant documentation as required.
• Work effectively with team members, managers, and stakeholders to ensure training and operational objectives are achieved.

Technical Requirements

• Minimum 5 years of relevant experience in Desktop Support, IT Support, Technical Training, or a related IT environment.
• Minimum 5 years of experience with Microsoft Windows 10 and Microsoft Office 365.
• Strong knowledge of Windows desktop environments, Microsoft Office 365 applications, workstations, peripherals, and related components.
• Hands-on experience in troubleshooting desktop hardware, software, operating system, application, and connectivity issues.
• Experience developing technical training materials, SOPs, knowledge articles, and user guides.
• Experience delivering technical training or conducting knowledge-sharing sessions.
• Previous experience in IT Helpdesk, Service Desk, or remote technical support is an advantage.
• Experience using remote support tools for troubleshooting is preferred.
• Knowledge of ITIL principles and IT service management processes is an advantage.

Certification Requirements

Candidates should possess at least one of the following certifications or an equivalent certification:

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Azure Administrator Associate
• Microsoft Certified: Azure Security Engineer Associate

Qualifications& Competencies

• Minimum ITE or Diploma in Information Technology, Computer Science, or a related discipline.
• Strong technical training and presentation skills.
• Excellent verbal and written communication skills
• Strong troubleshooting and problem-solving abilities.
• Good coordination and organizational skills.
• Ability to assess training needs and translate technical information into clear, easy-to-understand training content.
• Ability to prioritize tasks and manage multiple training activities effectively.
• Strong stakeholder management and interpersonal skills.
• Ability to communicate effectively with both technical and non-technical audiences.
• Strong attention to detail and commitment to quality.
• Ability to work independently and collaboratively within a team.
• Willingness to learn and keep up with new technologies and industry best practices.

Preferred Experience

• Experience as a Technical Trainer, IT Trainer, Desktop Support Trainer, or similar role.
• Experience training Desktop Support or Service Desk teams.
• Experience in enterprise IT environments.
• Experience with ITSM tools and incident management processes.
• Experience in knowledge management and continuous improvement initiatives.
• Experience supporting Microsoft-based enterprise environments.
  
  QUESSCORP SINGAPORE PTE. LTD
• Registration No. 199801439D
  
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• This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).
• e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to Quesscorp Singapore’s PDPA and e2i’s PDPA