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Global Service Desk Trainer

Keywords / Skills : service desk trainer, technical trainer, Technical Trainer, It Trainer, Telecom Training, Process Trainer, Corporate Trainer, Training, Training manager, Trainers

3 - 6 years
Posted: 2019-08-19

IT/Computers - Hardware & Networking
IT/Computers - Software
Team Leader/Technical Leader
Posted On
19th Aug 2019
Job Description
The Global Service Desk Trainer is responsible for the development, implementation and presentation of new hire, ongoing and remedial training in both classroom and one-on-one settings. This position will also be responsible to develop and execute the application of policies, processes and technologies to ensure that information is systematically produced, organized and made accessible to the people who need it.

• Recognize, exemplify and adhere to ICON's values which centre on our commitment to People, Clients and Performance

• Ensure that all ICON 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.

About Company

Multinational Company
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