Service Desk Trainer

hace 6 días

Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
The Service Desk Trainer 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. The Service Desk Trainer will also manage the account’s general communication, once approved by the Technical Knowledge Specialist.

**Responsibilities**:

- Facilitate new hire training programs and support all on-going training initiatives.
- Provide support to existing employees and center personnel through on-going training initiatives.
- Analyze and evaluate center training needs to develop, modify or improve existing training programs, materials and curriculum.
- Work actively with client and management team to ensure effective implementation and communication of all training strategies and initiatives.
- Maintain a knowledge-based with all training material for all analyst to have access to the material.
- Track and report on new hire statistics: Test scores, call handle times, quality of calls, and any other metrics requested.
- Create and deliver a positive, fun, rewarding and respectful classroom training environment.
- Supporting Operations in any duties necessary.
- Creating an environment to support employee retention.
- Take calls at least 1 hour per week to keep knowledge and expertise. OR And when the operation requires his assistance with the calls.
- Excellent technical skills (Service Desk, Infrastructure Management, Application support, Security services, Mobility services).
- Experience in online knowledge management tools.
- Experience in Content writing and instructional design.
- Stay abreast of the new trends and tools in employee development.

Skills and Experience:

- English - Spanish Language (Oral and writing 90% or higher) (C1 level in English).
- 2+ years’ experience as a Technical Trainer.
- Advance knowledge of Active Directory, network-shared printers and drives experiences.
- The resource will adjust its schedule based on the account needs.
- ITIL.
- Bachelor degree in Education, Training degree or a related field.
- Proficiency in MS Office products.
- Excellent interpersonal skills with the ability to communicate effectively with other departments, outside vendors, and associates of all levels.
- Effective facilitation and classroom management skills with the ability to present/ design information using a variety of techniques and media.
- Strong analytical, organizational and time management skills.
- Demonstrated ability to be self-motivated, self-directed and work independently.
- Proven ability to master the full training cycle.
- Sound decision making and organizational skills.

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