Trainer- Service Desk

Role & responsibilities

• Delivering pre-created training content to agents on a structured schedule
• Ensuring agents in training can be productive as soon as they are added into the production environment
• Answering Agent questions, or routing to the right person, during training period as needed
• Helping manage Agent schedules during training period in conjunction with leadership
• Providing Agent performance input to the trainees throughout the training process, and updating leadership on same
• Ensuring all new agents are prepared with all access and tools required so there are no roadblocks to them joining the production team once training is complete
• Shadow new Agents on calls during the training period and provide feedback to the individual agent and leadership with an eye towards agent development and improvement
• Collaborate with stakeholders to create content to be used in the continuous training process
• Provide real-time coaching to Agents during the training period
• Assist with hands-on training activities
• Review training content for technical inconsistencies and working with leadership to adjust as needed
• Work with leadership, and client representatives to ensure deficiencies are identified and corrected
• Hold end of week meeting with team leaders to level set on agent progress and identified areas of need.
• Maintain training documentation, re-write, add, and modify as needed.
• Ownership over the training curriculum ensuring it is up to date, and meets the ever-changing needs of the service desk, client, and industry
• Work with team leads to identify needs of existing agents in terms of refresher courses, upskilling, and training based on changes presented by the client and industry

Requirements:

• Strong Communication skills, both written and verbal
• Prior experience serving as a trainer in customer facing role in the IT field
• High Public speaking proficiency
• Ability to work in a fast-paced environment
• Passionate about delivering the ultimate customer experience
• Demonstrated professionalism in resolving customer issues
• Must understand the value of working with a sense of urgency
• Success at working in a team environment where a customer obsessive culture is paramount
• Demonstrated problem-solving skills including identification of issues, obstacles, and opportunities, and development and implementation of effective solutions
• Demonstrated ability to think on your feet and take a methodical approach to troubleshooting
• Commitment to meet and exceed individual and team SLAs and KPIs
• Experience working in the Service Desk industry in a customer facing role
• ITIL knowledge and experience
• Experience with legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)

Preferred candidate profile

Experience Minimum 5 Years

Education – Graduation in any discipline

Perks and benefits