Technical Trainer

POSITION TITLE: Global Service Desk Training Specialist DEPARTMENT: Team Member Technology Xperience

CLASSIFICATION: Contractor DATE: April 7, 2025

The Service Desk Training Specialist will be responsible for developing, preparing, delivering, and facilitating the range of training programs at the Service Desk Center Level; involved in measuring and evaluating the training programs conducted; provide coaching and feedback to trainees; initiate, design, and implement training interventions. The Service Desk Training Specialist will also identifyappropriate training solutions to address the knowledge and skill gaps of newly-hired and existing Service Desk Agents thereby leading to performance improvement of the account and lines of business

Shifts may include quarterly rotating times that may include early mornings, evenings, nights, and/or weekends.

• Facilitates New-Hire, cross-skill, and upskill classes

• Provides coaching and feedback to trainees on performance-related opportunities

• Designs training programs and develops or oversee the production of training handouts, instructional materials, assessments and manuals

• Interact with other Subject Matter Experts to collaborate on design initiatives, when appropriate

• Assesses training effectiveness and efficiency to ensure incorporation of taught skills and techniques into employees work behavior

• Administers Training Needs Analysis (TNA) to identify performance gaps and formulate training solutions to address the needs of the GSD.

• Works with the stakeholders and conduct the necessary research to draft instructor and participant training material

• Prepares and submits training reports in a timely manner

• Issues appropriate disciplinary actions to trainers/trainees in accordance to the company guidelines

• Accomplishes other tasks and projects assigned by the Service Desk Management Team

Competencies:

• Experience in Training and Development in a Contact Center/ Call Center level

• Experience in designing instructional strategies, designing instructional materials and evaluating results of specific improvement courses or programs

• Ability to follow all company policies and procedures, as well as internal departmental procedures.

• Ability to work in a team driven environment yet be able to work independently to complete daily expectations.

• Must have good organizational skills, good interpersonal communication skills (written and oral) and be detail oriented.

• Ability to make accurate, independent decisions based on data provided.

• Willingness to take ownership for owned work.

• Must be flexible and customer focused.

• Ability to multitask in a fast-paced environment.

• Possess a positive attitude.

• Ability to follow through and meet deadlines consistently.

• Ability to understand the financial impact of decisions made and balance them with customer satisfaction.

• Ability to multi-task and prioritize work

Qualifications:

• Bachelor’s Degree - (I.T. Related Degree is a plus)

• Certification or strong knowledge on any Instructional Design Framework such as the ADDIE Model, Bloom’s Taxonomy and Kirkpatrick’s Levels of Evaluation

• Certified in Instructional Design and Development and conducting Training Needs Analysis

Physical Requirements and Working Conditions

• Physical Requirements: Those required in a typical office environment including sitting most of the time, finger dexterity for computer and paperwork, talking to convey detailed or important instructions, average hearing for normal conversations, and average visual acuity. Lifting and maneuvering of supplies, materials, or equipment weighing up to 50 pounds.

• Working Conditions: No hazardous or significantly unpleasant conditions.

• Travel Requirements: Up to 10%

In accordance with The Magna Carta for Persons with Disability, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the associate or others or which impose undue hardships on the organization. This job description is not intended to fully and completely describe all duties of the position. The incumbent will be required to complete other duties not specifically described herein as required by their supervisor.