We have an exciting opportunity for a Service Desk Trainer to join our IT team, based in A&O Shearman’s Belfast Office.
Information Technology team – Belfast
The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30+ countries. To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale. We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.
Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world‑class support across all regions and offices to enable frictionless user experiences.
What you will do
Reporting to the IT Knowledge Manager, this role is responsible for designing, developing and delivering structured training programs that enhance Global Service Desk capability, technical proficiency and the service we provide to our customers. This role plays a critical part in embedding a strong learning culture, ensuring employees are equipped with the knowledge and skills required to perform effectively and deliver an exceptional user experience.
The role will collaborate with key stakeholders as well as performing detailed analysis to identify training opportunities and needs, create structured learning programs and deliver engaging and effective training sessions both virtually and in‑person. Once complete, assess overall effectiveness and further opportunities for improvement.
Key Relationships
- Manager: IT Knowledge Manager
- Direct Reports: None
- Additional Colleagues: Global Service Desk Analysts, Global Service Desk Managers, Senior Global Service Desk Manager, Regional IT Managers, IT Tech Services Technical Teams.
- Support functions: Business Services, Finance Systems Group, HR and Facilities
Responsibilities
Manage and continuously develop the Global Service Desk technical training framework to support onboarding and ongoing capability development.
Design, create, update and maintain high‑quality knowledge articles, troubleshooting guides and standard operating procedures (SOPs) for use by the Service Desk and wider IT organisation.
Develop engaging and varied training materials to support team‑based learning, individual development and micro‑learning approaches.
Prepare and deliver engaging and diverse training materials to facilitate team, individual, and micro‑learning.
Facilitate in‑person and virtual training courses, whilst ensuring consistent delivery of the highest quality level of support.
Proactively analyse service delivery performance metrics and liaise with IT GSD Management to identify training opportunities & requirements.
Evaluate the effectiveness and impact of training sessions and induction programs through feedback surveys, assessments and performance metrics.
Leverage Learning Management Systems (LMS) to track training participation and completion rates.
Establish and maintain training standards, templates and quality controls to ensure consistent delivery across regions.
Maintain a structured training roadmap aligned to major system releases, process changes and service improvement initiatives.
- Any other duties and responsibilities as determined by IT GSD Management based on current business needs.
What you will have
Experience
5+ years total IT experience, with a strong foundation in end‑user computing, enterprise IT environments and service operations.
3+ years’ experience within an IT Service Desk or IT Operations environment, ideally supporting a global or multi‑region user base.
2+ years’ experience in a training, knowledge, coaching or enablement role, either full‑time or as a significant part of a broader Service Desk role.
Hands‑on experience working in 1st and/or 2nd line support roles.
Strong practical understanding of ITIL processes, particularly Incident Management, Major Incident Management, Problem Management and Knowledge Management.
Experience working with enterprise ITSM tools (e.g. ticketing, ACD, self‑service portals, knowledge bases).
Exposure to service performance metrics (e.g. FCR, escalations, repeat incidents) and how training impacts them.
Creating and maintaining training materials and knowledge content, such as SOPs, troubleshooting guides, quick reference guides.
Evaluating training impact using feedback, assessments and performance data.
Personal
Practical understanding of what “good” looks like on a Service Desk.
Experience presenting to groups with mixed technical abilities.
Experience adapting delivery style in real time based on audience engagement and understanding.
Excellent business acumen and understanding of how the firm is positioned in the market.
Always promotes the firm’s values and fosters collaborative working relationships with a wide range of people and departments.
Excellent stakeholder engagement and communication skills.
ITIL v4 Certification – preferred
What we can offer you
We recognise that our people are our most valuable asset, which is reflected in the wide range of benefits that are available to our employees. Some of these benefits include: our occupational pension scheme, group income protection cover, private medical insurance, mental health resources and free apps, health and wellbeing services encompassing GP service, emergency back‑up care support, parental and special leave, holiday entitlement increasing with length of service, holiday trading, online discounts and lifestyle management services.
We recognise the value of flexible working and embrace hybrid working, so that we can learn, grow and succeed together.
Equal opportunities
We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability or any other protected characteristic.
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