Technical Training and Process Lead

2 weeks ago

Manila, National Capital Region, Philippines NTT Philippines Digital Business Solutions, Inc. Full time

Required experience:

  • Demonstrated experience as a Technical Training Instructor gained within a similar working environment.
  • Demonstrated experience with designing technical training programs and workshops.
  • Demonstrated experience with learning management software.
  • Demonstrated experience inconducting training, and process design and development.
  • At least 1 to 2 years related experience with technical and customer/client training/facilitating experience.
  • With at least 1 to 2 years related experience preferably with background in IT Service Management/Operations
  • Willing to work in BGC, Taguig (Mon-Fri) Dayshift; 8AM-5PM or 9AM-6PM
  • Open to 6 months project-based employment
  • Can start ASAP/30 days

Academic qualifications and certifications:
Bachelor's degree or equivalent in an IT field
Certification such as CTT+ (Certified Technical Trainer) is preferred.
Related technical certification(s) preferred.

Technical Training and Process Lead

General Function:

  • Overall responsible for assigned account's process including documentation, change control, and process training.
  • Document Custodian for documents that must be controlled and kept for audit/internal requirements.
  • Responsible for developing training curriculum and training materials and ensure that the training materials are kept current with the Customer Requirements
  • Train Service Desk agents and ensure that they stay competent and skilled for their technical jobs.

Key role and responsibilities:

  • Develop personnel training curriculum and training materials.
  • Conduct training programs for technical software, hardware, Customer Service, basic writing (email correspondence), telephone and call control skills.
  • Create core standards and competency testing for trainees and new hire applicants.
  • Ensure training modules and database kept with current Customer requirements.
  • Interact with Service Desk Managers/Leads, Supervisors, Center of Excellence team to establish applications and systems training for current and new accounts.
  • Research new ideas and techniques in technical training delivery.
  • Keep abreast of technology and customer service trends in the industry.
  • Evaluate training to measure effectiveness of training program.
  • Identify and perform training needs analysis within the Service Desk, as necessary.
  • Update and maintain the knowledgebase of the account.
  • Measure agents'/trainees' competency through assessments, call evaluations and case audits.
  • Develop improvement plans to address account training and knowledge needs.
  • Overall responsible for assigned account's process including documentation, change control, and process training.
  • Develop and maintain document control processes for the efficient management and recording of organization's documentation.
  • Updating knowledgebase changes on the internal database (product/process)
  • Act as a Service Desk Process owner and custodian for process documents and work-level instructions.
  • Responsible for training documentation, testing materials, and performing account specific process and technical training for all agents supporting assigned account(s).
  • Support leadership initiatives to improve and enhance service support within the Service Desk.

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