Service Desk Academy Trainer
Gratitude IncService Desk Academy Trainer
Job Description
Key Skills
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Job Title: Service Desk Academy Trainer
Category: Service Desk / End User Services
Location: Taguig City & Ortigas
Work set up: Taguig & Ortigas (100% onsite)
Salary: PHP 35,000
Work schedule: Shifting Schedule
(ex. Night shift, weekend shift, holidays, 24/7 Support)
Headcount: 2
Non-Negotiable:
• Previous IT Service Desk or Helpdesk Support Experience
• Minimum of 2 years’ experience in the IT Service Desk field.
• Minimum of 2 years' experience as a Trainer.
• Excellent English communication skills.
• Must have knowledge of the key performance indicators (KPIs) for service desk teams.
• Must have experience developing or creating training programs/materials from scratch for service desk staff.
• Candidates with a short stint will not be processed.
• Should be amenable to work onsite in Taguig on a shifting schedule.
Your future duties and responsibilities:
• Curriculum Development: Designing and developing training materials, including presentations, manuals, exercises, and assessments, that effectively convey all concepts to learners.
• Training Delivery: Conducting training sessions, workshops, or courses either in person or through online platforms. This involves delivering content in an engaging and clear manner, adapting teaching methods to suit the needs of different audiences.
• Subject Matter Expertise: Demonstrating in-depth knowledge and expertise in the technical and non-technical subject matter being taught, whether it's software applications, hardware systems, processes, or other technical domains.
• Technical Support: Providing technical assistance and support to learners during training sessions, helping them troubleshoot problems, answer questions, and gain a deeper understanding of the material.
• Assessment and Evaluation: Assessing the progress of learners through quizzes, exams, projects, or other evaluation methods to ensure comprehension and retention of material. Analyzing feedback to continuously improve training programs.
• Stay Updated: Keeping up to date with the latest advancements, trends, and best practices in the relevant technical field to ensure that training materials and methods remain current and relevant.
• Customization: Tailoring training programs to meet the specific needs and skill levels of different groups or individuals, whether they are beginners, intermediate learners, or advanced professionals.
• Collaboration: Working closely with other trainers, subject matter experts, instructional designers, and stakeholders to coordinate training initiatives, share knowledge, and align training objectives with organizational goals.
• Documentation: Creating documentation and instructional guides to supplement training materials, providing learners with additional resources for reference and self-paced learning. This includes creating, updating, and retiring of Knowledge Articles as part of Knowledge Articles Management.
• Feedback and Improvement: Soliciting feedback from learners and stakeholders to assess the effectiveness of training programs and identify areas for improvement. Using feedback to refine content, delivery methods, and training strategies.
• Professional Development: Engaging in continuous learning and professional development activities to enhance teaching skills, broaden technical knowledge, and stay abreast of changes in the field. This might include attending conferences, workshops, or pursuing certifications relevant to technical training.
Skills:
• Communication: Strong verbal and written skills to effectively train and engage staff.
• Presentation: Ability to deliver training sessions clearly and engagingly.
• Coaching: Ability to guide and mentor individuals to improve performance.
• Problem Solving: Identifying challenges and providing effective solutions during training.
• Time Management: Efficiently managing training schedules and resources.
Interested and qualified candidates should send their CV to esther.igweonu@gratitudeindia.com
Role
Any Other
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Functional Area
Any Other
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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