Service Desk Trainer

hace 3 días

Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
The Service Desk Trainer/QA will be responsible for the 2 main areas of the Center of Excellence, quality Assurance and the Training Process.

This person will be responsible for the evaluation, creation, and preparation of all training needs such as New Hire Training, Refresh sessions to improve employees’ performance, employee feedback, strategies, and analysis of training effectiveness.

This position is responsible for accurately recording data, analyzing data, and identifying trends, training gaps, call drivers, and effectively communicating those findings to operations.

**Responsibilities**:

- **Responsibilities of the process**:

- Trainer
- Receive the new hires during the HR Onboarding.
- Facilitate new hire training programs and support all ongoing training initiatives.
- Ensure knowledge is absorbed by the trainee(s)
- Evaluate the employees with a test after each training or client review.
- Follow up and evaluate New Hires during the Nesting period
- Clarify any doubt or questions trainees have regarding the policies and procedures of the SD, client’s material, and troubleshooting, or Auxis policies and procedures
- Track and report on new hire statistics: Test scores, quality of calls/tickets, and any other metrics requested.
- Create reports of each training performance (Absences, Tardiness, Scores, Issues, Behaviors)
- Provide support to existing employees and center personnel through ongoing training initiatives.
- Analyze and evaluate center training needs to develop, modify, or improve existing training programs, materials, and curricula.
- Maintain an updated knowledge-based with all training material for all analysts to have access to the material.
- Work actively with the client and management team to ensure effective implementation and communication of all training strategies and initiatives.
- Participate in transitions of new campaigns
- Create and deliver a positive, fun, rewarding, and respectful classroom training environment.
- Support Operations in any duties necessary.
- Creating an environment to support employee retention.
- Deliver onboarding programs to New Leads
- Contribute and lead the creation of E-Learning databases (material repository of material, reporting, and testing)
- Provide any training required by Manager or CSM (ex.SysAid)
- Comply and adhere to Auxis operational processes and security policies
- Attend all operational and project (ad-hoc) related scheduled meetings as required.
- Quality Analyst
- Verifies results by measuring skills in the use of scripts, technical knowledge, serviceability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of the call.
- Provides feedback to Service Desk Analyst after monitoring calls
- Evaluates approaches by rating the effectiveness of service representatives; providing quality ratings; identifying training needs; developing coaching programs.
- Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
- Monthly Calibrations with Service Desk Leads.
- Creating Action Plans with Monthly outliers.
- Active participation in the improvement of the quality process.
- Customer Satisfaction
- Analyzing Survey results, presenting data and trends.
- Review Positive and negative results in SysAid and Amazon Connect
- Request RCAs of negative surveys
- Follow up with Team Leads

Create reports for Power Bi

Skills and Experience:
**Requirements**:

- Adaptability/Flexibility: Being able to comprehend and appreciate different points of view and adapt to different circumstances in a quick and efficient manner to diverse situations.
- Commitment to job quality: Capability to work with a sense of urgency, take decisions and achieve the company’s goals with performance results.
- Ethics: Work under moral values and good costumes and professional practices, and respect all the policies and procedures of the organization.
- Innovation and creativity: Ability to think of new and different solutions to issues or situations faced in the role.
- People Conduction: Capacity to manage a group of trainees, distribute tasks, provide learning and development opportunities.
- Training: Capacity to form other people in knowledge and skills.
- Quality and Continuous Improvement: Optimize resources (people, materials, process, etc.) and add value to the operation through original ideas or solutions.
- Influence and Negotiation: Being able to persuade other people, using solid and honest arguments, been able to achieve win-win situations.
- Effective Communication: Capacity to listen and understand others, to transmit clear and timely information required to achieve organizational objectives and keep all the communication channels open.
- Collaboration: Capacity to provide support to others (peers, superiors, and analysts), answer to their needs and requirements, and to solve their issues and doubts.
- An

  • Service Desk Supervisor

    hace 3 semanas

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Service Desk Supervisor (SDSUP) responsibility is to oversee the Service Desk resources and ensure that the end-users are receiving the appropriate assistance. The SDSUP will ensure the optimum operation of the Service Desk and Service Desk Analysts, including scheduling, performance reviews, monitoring of performance and reporting of KPIs...

  • Service Desk QA

    hace 3 semanas

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Service Desk QA will be responsible for objectively monitoring, scoring, and coaching agents in compliance with Service Desk Quality standards and expectations. This position is responsible for accurately recording data, analyzing data, and identifying trends, training gaps, call drivers, and effectively communicating those findings to the...

  • Service Desk Lead

    hace 2 semanas

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Service Desk Lead (SDLEAD) main role is to coach, train, and supervise a team of Service Desk Analysts. The SDLEAD will provide the team with leadership and constant coaching to ensure best practices within the team, team development and the expectations and goals achievement. The SDLEAD should handle critical customers incidents, associated...

  • Service Desk Team Leader

    hace 2 semanas

    Heredia, Costa Rica Kyndryl Costa Rica, Sociedad de Responsabilidad Limitada A tiempo completo

    **Why Kyndryl** Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our...

  • Trainer

    hace 5 días

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Trainer will report to the Training and Quality Supervisor and will be responsible for the new hire training, preparation and evaluation. Day to day training of employees including the teaching of any upgrades or revisions to processes and programs. The Trainer is also responsible for the account general communication (communication...

  • Trainer

    hace 5 días

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Trainer will report to the COE Operation Manager and will be responsible for the new hire training, preparation and evaluation. Day to day training of employees including the teaching of any upgrades or revisions to processes and programs. The Trainer is also responsible for the account general communication (communication officer). All new...

  • Service Desk Analyst

    hace 3 semanas

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Service Desk Analyst L1 is the first point of contact for the users who call our IT Service Desk while providing the highest level of customer service. In a senior position, the analyst is expected to work according to his expertise with different accounts, demonstrating all his knowledge. **Responsibilities**: - **Responsibilities of the...

  • Junior Service Desk Analyst

    hace 2 semanas

    Heredia, Costa Rica Manpowergroup CCA A tiempo completo

    **Brief description**: Serve as the first contact point within the Service Desk offering level 0 and level 1 support to Sysco associates and internal customers via phone calls, live chat support and manage non-critical single user escalation requests. **Description of Responsibilities**: Addresses and resolves reported non-major incidents and requests; logs...

  • Onsite IT Service Desk Support

    hace 3 meses

    Heredia, Costa Rica GRUPO STT A tiempo completo

    Service Desk-IT Support, quién realizará las siguientes funciones: Experiência y excelentes habilidades de resolución de problemas de hardware y software. Comprensión del sistema operativo Windows. Experiência trabajando con ServiceNow para registrar, rastrear y cerrar tickets. Experiência en la resolución de problemas de TI por teléfono/correo...

  • Onsite IT Service Desk Support

    hace 3 semanas

    Heredia, Costa Rica GRUPO STT A tiempo completo

    Service Desk-IT Support, quién realizará las siguientes funciones: Experiência y excelentes habilidades de resolución de problemas de hardware y software. Comprensión del sistema operativo Windows. Experiência trabajando con ServiceNow para registrar, rastrear y cerrar tickets. Experiência en la resolución de problemas de TI por teléfono/correo...

  • Service Desk

    hace 4 semanas

    Heredia, Costa Rica Infotree Global Solutions A tiempo completo

    6+ months of Help Desk/Service Desk Support (or 1 year of call center experience) - 6 months of Desktop Support w/increasing responsibilities - 6 months of Knowledge Management - 6 months of ServiceNow (or equivalent ITIL Incident tracking - Basic troubleshooting and repair of on premise and cloud based Microsoft products including MS Office 2016, O365,...

  • Junior Service Desk Analyst

    hace 2 semanas

    Heredia, Costa Rica Manpowergroup CCA A tiempo completo

    Serve as the first contact point within the Service Desk offering level 0 and level 1 support to customer associates and internal customers via phone calls, live chat support and manage non-critical single user escalation requests. **Requisitos**: **Skills and Experience**: Minimum of 1 years of experience in Service Desk or similar environment Experience...

  • Service Desk Level 1

    hace 2 semanas

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Service Desk Analyst L1 is the first point of contact for the users who call our IT Service Desk while providing the highest level of customer service. In a senior position, the analyst is expected to work according to his expertise with different accounts, demonstrating all his knowledge. **Responsibilities**: - Perform Incident and...

  • Service Desk Agent Level 1

    hace 2 semanas

    Heredia, Costa Rica Fujitsu A tiempo completo

    Desired Core Skills Professional Competencies Basic Service and English Knowledge. Customer Relationship – able to establish quick working relationships/empathy with customers. Communication – listening, ability to communicate clearly with customers, colleagues and managers. Problem Solving – understands and resolves basic problems. ...

  • Canada Backoffice Content Developer/trainer

    hace 2 semanas

    Heredia, Costa Rica Equifax A tiempo completo

    A Training Specialist is effectively responsible for learning & becoming proficient in assigned processes. This person will not only deliver training as needed but also will be in charge of assessing knowledge among the trainees and communicating results on a regular basis to all the parties involved. A trainer will be responsible for overseeing all...

  • Trainer

    hace 3 semanas

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The trainer will be responsible for creating, coordinating and delivering training to new hires & existing employees, as well as partnering with the current trainers for methodology standardization and continuous improvement. **Responsibilities**: - Facilitate new hire training programs and support all on-going training initiatives for the...

  • Service Desk Agent Level 1

    hace 2 semanas

    Heredia, Costa Rica Fujitsu A tiempo completo

    Desired Core Skills Professional Competencies Basic Service and English Knowledge. Customer Relationship – able to establish quick working relationships/empathy with customers. Communication – listening, ability to communicate clearly with customers, colleagues and managers. Problem Solving – understands and resolves basic problems. Team Working...

  • Service Desk Agent

    hace 3 semanas

    Heredia, Costa Rica Foundever A tiempo completo

    **About Us** Deliver a competitive advantage for your brand with deeper customer connections in the moments that matter. **Job Summary** To efficiently provide high quality and accurate resolutions to customers under stipulated policies and procedures, in a constant evolving environment by offering world class customer support. **Requirements**: -...

  • HR Employee Service Desk Team Lead

    hace 6 días

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The purpose of the Team Lead, Employee Service Desk is to lead daily tasks related to analysis, execution, and support of the HR Employee Service Desk area, in addition to being an overall SME for all services and processes under scope. Maintain the utmost confidentiality in dealing with employee records and business information. Provides task...

  • Operations Trainer

    hace 3 semanas

    Heredia, Costa Rica Straumann Group A tiempo completo

    **#ChangeMakers** Ready to make an impact? We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss. We empower our employees to perform and make an impact, to question the status quo, to drive...