Service Desk Technical Trainer at eTeam Inc.
Cary, NC
About the Job
General Description
Job description for Service Desk technical trainer profile.
Responsibilities
• Conduct new hire & refresher technical trainings (classroom trainings and focused one on one trainings as required) to the Service desk teams in GDC for different levels i.e. L1, L1.5 & L2 (Remote Desktop Support) as per the schedule to witness time-bound results.
• This Includes preparation of Program materials, Documents, Training modules, PowerPoints, Service desk staff to support new technology as per central training catalogue approved by Practice
• Utilize a variety of the training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training programs
• Maintain technical skill continuity and consistency of Global Delivery Center
• Should be dynamic in enabling and motivating trainees through effective training methodologies
• Interact and coordinate with the Delivery focal to ensure that the feedback collected is addressing common problem at the operations level, SIP/CIPs from Training perspective.
• Should keep knowledge updated by going through documentation periodically and update the documentation whenever there is a new process or change in process.
• Ability to quickly learn new technologies, upgrade to latest versions, prepare training modules for upcoming technologies. • Should be able to create, maintain numerous reports, evaluations, performance trackers, records pertaining to the various training programs that the resource will be involved with.
• Coordinates with department/ project Team Leaders and Managers pertaining to the planning / implementation of the various training programs.
• Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.
• Provides feedback on uniform application of guidelines and procedures.
• Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
• Provides coaching, advice and guidance based on findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures.
• Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
• Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
• Develops job aides and other tools to assist representatives in improving overall quality of interactions.
• Will be required to travel domestically within the US and Internationally as required to manage and conduct training programs with requirements mentioned above.
• Other duties as assigned by Management.
Technical Requirements
• ITSD Support/Trainer at various Levels as experience necessary handing B2B customers
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following Windows Operating systems
• Clients: Windows7, Windows 8, Windows 8.1, Windows 10
• Servers: Windows 2003, Windows 2008, Windows 1012
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, Service Now, client Service Center
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools, Skype for business.
• MS Office Suite (2007, 2010, 2013 and 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, O365, MS Project, and MS Visio, Lotus Notes.
• Internet browsers (e.g. Internet Explorer, Edge, Chrome, Firefox)
• Networking – LAN/ WAN/ VPN
• VPN and remote dial-in users
• Citrix
• Support for laptop, desktops, and printers (local, network)
• iPhone- IOS, Android support, MDM, (PDA and blackberry when applicable).
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
• SharePoint Management, Data Center Operations, Monitoring functions & Applications.
• ITIL best practices overview for Service Desk function.
Soft Skills
• Excellent training, communication and conversation skills (Verbal and Written)
• Excellent technical content presentation skills
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Strong general understanding of IT and IT vernacular, with a focus on Service Desk and associated Tier I and Tier 2 support teams
• Ability to handle various situations while utilizing great soft skill techniques.
Other Skills / Experience
• Familiar with technology concepts (Service Desk, ITIL processes)
• Innovative thinker and self-starter
• Should have experience in driving quality improvement programs
• Must be able to multitask assignments and projects, work in a fast-paced environment, and be able to coordinate training delivery independently
• Strong computer literacy skills with an Client on software knowledge, installations and use of Microsoft applications, Data Base applications, Internet and internet protocols
• Ability to learn new information quickly
• Ability to integrate as a cross-functional, team player
Years of Experience
• Total: 10-12 years of experience in IT Service Desk or Customer Service delivery field
• Relevant: 6-8 Technical trainer experience
Certification requirements
• Should be certified in Microsoft Technologies (MCSE, MCDST, CCNA)
• ITIL V3 Foundation certification is must
• Good to have A+, Diploma in Networking, MCSA
Education requirements
• Bachelors / Masters / Equivalent
Job description for Service Desk technical trainer profile.
Responsibilities
• Conduct new hire & refresher technical trainings (classroom trainings and focused one on one trainings as required) to the Service desk teams in GDC for different levels i.e. L1, L1.5 & L2 (Remote Desktop Support) as per the schedule to witness time-bound results.
• This Includes preparation of Program materials, Documents, Training modules, PowerPoints, Service desk staff to support new technology as per central training catalogue approved by Practice
• Utilize a variety of the training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training programs
• Maintain technical skill continuity and consistency of Global Delivery Center
• Should be dynamic in enabling and motivating trainees through effective training methodologies
• Interact and coordinate with the Delivery focal to ensure that the feedback collected is addressing common problem at the operations level, SIP/CIPs from Training perspective.
• Should keep knowledge updated by going through documentation periodically and update the documentation whenever there is a new process or change in process.
• Ability to quickly learn new technologies, upgrade to latest versions, prepare training modules for upcoming technologies. • Should be able to create, maintain numerous reports, evaluations, performance trackers, records pertaining to the various training programs that the resource will be involved with.
• Coordinates with department/ project Team Leaders and Managers pertaining to the planning / implementation of the various training programs.
• Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.
• Provides feedback on uniform application of guidelines and procedures.
• Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
• Provides coaching, advice and guidance based on findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures.
• Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
• Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
• Develops job aides and other tools to assist representatives in improving overall quality of interactions.
• Will be required to travel domestically within the US and Internationally as required to manage and conduct training programs with requirements mentioned above.
• Other duties as assigned by Management.
Technical Requirements
• ITSD Support/Trainer at various Levels as experience necessary handing B2B customers
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following Windows Operating systems
• Clients: Windows7, Windows 8, Windows 8.1, Windows 10
• Servers: Windows 2003, Windows 2008, Windows 1012
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, Service Now, client Service Center
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools, Skype for business.
• MS Office Suite (2007, 2010, 2013 and 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, O365, MS Project, and MS Visio, Lotus Notes.
• Internet browsers (e.g. Internet Explorer, Edge, Chrome, Firefox)
• Networking – LAN/ WAN/ VPN
• VPN and remote dial-in users
• Citrix
• Support for laptop, desktops, and printers (local, network)
• iPhone- IOS, Android support, MDM, (PDA and blackberry when applicable).
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
• SharePoint Management, Data Center Operations, Monitoring functions & Applications.
• ITIL best practices overview for Service Desk function.
Soft Skills
• Excellent training, communication and conversation skills (Verbal and Written)
• Excellent technical content presentation skills
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Strong general understanding of IT and IT vernacular, with a focus on Service Desk and associated Tier I and Tier 2 support teams
• Ability to handle various situations while utilizing great soft skill techniques.
Other Skills / Experience
• Familiar with technology concepts (Service Desk, ITIL processes)
• Innovative thinker and self-starter
• Should have experience in driving quality improvement programs
• Must be able to multitask assignments and projects, work in a fast-paced environment, and be able to coordinate training delivery independently
• Strong computer literacy skills with an Client on software knowledge, installations and use of Microsoft applications, Data Base applications, Internet and internet protocols
• Ability to learn new information quickly
• Ability to integrate as a cross-functional, team player
Years of Experience
• Total: 10-12 years of experience in IT Service Desk or Customer Service delivery field
• Relevant: 6-8 Technical trainer experience
Certification requirements
• Should be certified in Microsoft Technologies (MCSE, MCDST, CCNA)
• ITIL V3 Foundation certification is must
• Good to have A+, Diploma in Networking, MCSA
Education requirements
• Bachelors / Masters / Equivalent