Service Desk Trainer

Job description

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. 

Technology Services 

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, creating structured learning programs and delivering 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, including 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. 

• Degree qualified – preferred 

• 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.

Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

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.

About A&O Shearman

A&O Shearman is a new global industry-leading law firm, with nearly 50 offices in 29 countries worldwide. Our fluency in English law, US law, and the laws of the world’s most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.

We offer exceptional opportunities for our people; opportunities to work for the world’s leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.

Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to an inclusive environment, and we provide support and ways of working that help you optimise your wellbeing.

What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.