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Global Service Desk Trainer (Makati)

Keywords / Skills : Service Desk Trainer, Technical Trainer, Training Coordinator, Technical Training, Service Desk Training

4 - 6 years
Posted: 2019-01-15

Industry
Customer Service
ITES/BPO
Function
IT
Role
Trainer
Education
Bachelors
Degree
Posted On
15th Jan 2019
Job Description
• Recognize, exemplify and adhere to  values which centre on our commitment to People, Clients and Performance 
• Ensure that all  IT governance policies and SOPs are adhered to
• Lead all training and resource development for the Service Desk to include new hire training and ongoing refresher training.
• Develop training materials and service desk standard operating procedures.
• Identify process improvement opportunities within the Service Desk operation and develop training materials for the staff.
• Develop training materials based on commonly escalated issues.
• Monitor progress of trainees and coach for improvement. Provide clear and concise assessments of trainee’s progress and overall performance during training.
• Provide constructive coaching and feedback to techs.
• Actively monitor calls by listening to the tech calls (live) and share required feedback.
• Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.
• Foster open communication and develop strong working relationships with all personnel.
• Interdepartmental coordination and communication
• Gather data on user experience and implements plans of action to improve user experiences
• Recommend, implement, and administer methods and procedures to enhance Knowledge Management operations
• Develop and implement training to ensure the efficient dissemination of information across a broad spectrum of functions and users using iLearn.

Requirements:
• Excellent Communication skills – written and verbal
Excellent presentation skills
Excellent technical skills (Service Desk, Infrastructure Management, Application support, Security services, Mobility services)
• Delivers results with minimal or no supervision
• Can start ASAP
• Amenable to work on a 24/5 shift


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