ASAP | TRAINER Service Desk/Technical

2 weeks ago

Taguig, National Capital Region, Philippines Tata Consultancy Services Full time
HR Sourcing Specialist @ Tata Consultancy Services | Urgent Hiring

Job Summary:

The Service Desk Trainer will be responsible for developing and delivering training programs for service desk staff, focusing on enhancing knowledge and skills that align with quality and performance expectations.

Key Responsibilities:

  • Develop comprehensive training materials and programs for service desk staff, focusing on customer service skills, technical knowledge, and operational best practices.
  • Conduct onboarding and ongoing training sessions for new and existing employees, ensuring content is tailored to bilingual needs if required.
  • Work closely with the Quality Analyst team to identify training needs based on quality assessments and performance metrics.
  • Evaluate the effectiveness of training programs through assessments, feedback, and performance metrics, making improvements as necessary.
  • Facilitate group training sessions, workshops, and simulations to enhance employee skills in real-world scenarios.
  • Maintain up-to-date knowledge of service desk policies, procedures, and tools to provide accurate training information.
  • Collaborate with team leads and management to align training initiatives with organizational goals and service desk performance standards.
  • Provide individual coaching and support to staff as needed to improve performance and customer service skills.

Qualifications:

  • Bachelor's Degree in Education, Business Administration, IT, or a relevant field preferred.
  • Minimum of 5 years of experience in training or instructional design, preferably within a service desk environment.
  • Experience in developing training materials and conducting training sessions.
  • Strong interpersonal and communication skills.
  • Familiarity with ITIL framework and service desk operations is a plus.
  • Strong organizational skills and ability to manage multiple training sessions effectively.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology and Training

Industries

IT Services and IT Consulting

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