Trainer - Service Desk

Job Description

Roles and Responsibilities:

• Plan, develop and facilitate internal training for new and existing help desk personnel.
• Provide support to the training manager in establishing, measuring, and monitoring key training metrics.
• Monitor progress of trainees and coach for improvement. Provide clear and concise assessments of trainee’s progress and overall performance during training.
• Design and evaluate training and performance interventions (pre and post training assessment)
• Identify performance gaps, causes of performance gaps and provide solutions to the training and production teams.
• Actively monitor calls by listening to the agents calls (Recorded / live) and share required feedback.
• Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.
• To be updated on all process related information for training purposes and available to take calls to keep in touch with operations
• Training effectively and efficiently ( faculty & training feedback rating at 4.5 / 5)
• Publish daily / weekly / monthly reports to stake holders
• Maintain historical data for the associates trained
• Assist in evaluating the effectiveness of training based upon formal and informal feedback from customers and end users.
• Foster open communication and develop strong working relationships with all personnel.
• Promotes client’s vision, values, and services to all customers and stakeholders.
• Assists in maintaining organization wide quality standards.
• Provide timely and efficient input and support to Training Coordinator for all training records and other related documents

Applicant’s Specifications & Qualification:

• Excellent Communication skills – written and verbal
• Strong technical aptitude ( Associates with international technical product / service certification preferred) – Should have good understanding of Technical concepts, server operating systems, Client applications, Switches & Routers, backup applications, security applications etc.
• Excellent presentation skills
• Delivers results with minimal or no supervision Desktop Technician/Trainer
• Excellent technical skills (Service Desk, Infrastructure Management, Application support, Security services, Mobility services)
• ITIL understanding is a requirement / Certification preferred
• Office 365 / Exchange Online
• Exchange Server
• Active Directory User Administration
• SCCM Knowledge

Relevant experience required for the position:

• Desktop Technician/Trainer
• Service desk
• Infrastructure support