Job summary
This is a fully onsite role, 5 days a week. The Service Enablement Coordinator is responsible for ensuring that all Service Desk coworkers are trained to the same level in terms of undertaking activities within the processes, tools and systems. It plays a key role in enabling coworkers to meet performance expectations, deliver quality support, and evolve in their roles through structured learning plans and collaboration with internal and external stakeholders. The role will also work closely with the Learning and Development team to assist in the delivery of non‑Service Desk specific training.
What success looks like
* Consistent training created and delivered across all Service Desk coworkers in accordance with the training plans
* Positive feedback on enablement sessions
* Up‑to‑date and accurate documentation and training materials made available
* Measurable reduction in common errors through knowledge reinforcement
What you will do
* Provide training and coaching to Service Desk coworkers on providing excellent customer service
* Provide training on ITIL processes
* Provide full systems training to all Service Desk staff and users of the Service Management tools, to include ServiceNow, telephony, rostering, etc.
* Work with the L&D Training team to help deliver soft skills training
* Ensure that all Service Desk staff are trained to the same high standards
* Create and maintain training documentation for Service Management and Service Desk processes to provide consistency across IT
* Work with the Service Desk management team to create and maintain operational procedures and guidelines
* Work with internal support teams, customers and third‑party suppliers to ensure that Service Desk staff have the appropriate technical training to support end users of the services
* Provision of training and development plans for the IT Service Desk
* Ensure 1st/2nd line support is in a constant cycle of improvement through internal training; ensuring support documentation is updated
* Evaluate the effectiveness of training and adapt training plans as required
What we expect of you
Required Experience
* Experience in training or enablement environments
* Analytical and methodical
* Hands‑on experience with the ServiceNow toolsets
* ITIL experience
Desirable Experience
* Highly organised and detail‑oriented
* Ability to communicate at all levels
* Proactive and self‑motivated
* Exposure to customer‑facing or client service environments
Required Qualifications
* Must be able to gain BPSS and SC clearance
Required Skills
* Training delivery and presentation
* Documentation and instructional design
* Ability to manage multiple training initiatives simultaneously
* Time and resource management
* Analytical and methodical thinkingStakeholder engagement and influence
CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other basis prohibited by state and local law.
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