Trainer Lead- Service Desk

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there s really only one: Zones - First Choice for IT. TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @ Zones, and LinkedIn and Facebook.

Position Overview:

To lead the collaborative efforts of training team and empower the team to integrate their unique set of experiences, stories, and skills throughout the training to engage participants in the learning process. Also involve setting goals, assigning tasks, providing direction, coaching the team members and resolving conflicts. Besides, they act as a liaison between the team and upper management to ensure timely task completion.

What you ll do as the ( Trainer Lead- Service Desk )

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ensure the compliance of the company s employees to cooperate with standards and procedures during training sessions
• Analyze technical training needs by collecting information related to software functions and job-specific tasks, workflow, and reporting requirements
• Develop formal training plans around technical tools
• Document and communicate training design decisions (e.g., design documents, training approaches / blueprints)
• Develop approach to evaluate achievement of learning objectives (e.g., learning assessments)
• Conducting ongoing evaluations and assessments to ensure effectiveness of programs and recommending / implementing modifications as necessary
• Create accurate and comprehensive course material to support each training plan
• Assist with Onboarding arrangements, Tool ordering, Tool re-certifications
• Analyze product changes to develop a change management training strategy based on the user group(s) impacted to help transition personnel from previous methods to new technical process
• Facilitate technical training and execute training plans according to each user group and overall training goals, such as new technology adoption and implementation, or change management with respect to new versions and functionality
• Utilize a variety of instructional methods and media to achieve training objectives
• Confirm the adoption of technical training from classroom to work practice
• Collaborating with SME on the creation and distribution of training programs
• Collaborates with Director, Delivery to ensure training is synchronized with strategic initiatives, and priorities
• Develops and administers training programs related to other duties and special projects
• Leads and mentor s trainers to accomplish all department functions in accordance with company manuals, policies, and procedures
• Assist in preparation of auditing of policies and procedures for appropriate groups
• Review online training resources, update as needed and ensure these are pushed out to appropriate individuals
• Provide suggestion for process improvement, resource optimization and process simplification across groups

What you will bring to the team:

Qualifications:

Preferably PG / minimum Graduation in any discipline

Certification - ITIL Certified (added advantage)

Experience:

• Minimum 10 years with minimum 3+ years in Training Role..
• Fluent in English, with excellent communication skills to convey complex financial concepts.
• Training Program Design & Delivery
• Knowledge Transfer
• Mentorship & Support
• Assessments & Performance Evaluation
• Continuous Improvement
• Identifying training and development needs within customer experience through job analysis
• Designing and expanding training and development programs based on the needs of the organization and the individual/agent
• Monitoring and reviewing the progress of trainees through questionnaires and discussions with superiors
• Evaluating training and development programs

Zones offers a comprehensive Benefits package.

While we re committed to providing top-tier solutions, we are just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value they bring to our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life and a flexible leave policy to balance their work life.

At Zones, work is more than a job - its an exciting career immersed in an inventive, collaborative culture. If you re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.