The Technical Trainer is responsible for improving the technical and customer service skills of Service Desk staff. This includes designing and delivering training programs, maintaining up-to-date training materials, and ensuring agents are proficient in IT tools like ServiceNow. The role involves analyzing performance data, integrating feedback, and adjusting training plans to meet changing business needs. The trainer works closely with team leads and subject matter experts to ensure training is effective and aligned with current technologies and processes.
responsibilities :
Design and deliver technical training programs tailored to Service Desk needs.
Collaborate with SMEs and Team Leads to update training plans and materials.
Conduct sessions on IT support, customer service, and tools like ServiceNow.
Analyze performance data and CSAT results to improve training effectiveness.
Integrate feedback and new services into ongoing training initiatives.
requirements-expected :
Devise technical training programs according to organizational requirements
Work with Team Leads and SMEs to build new and update training plans for all agents.
Deliver training sessions covering technical skills related to IT support, incident management, problem resolution, and customer service
Provide guidance on effective communication, customer interaction, and service desk best practices
Develop, Tweak and Maintain training procedure manuals, training content and guides, and course materials.
Perform data analysis and reporting for issue and agent performance trends.
Review Customer Satisfaction results and implement changes to Training.
Deliver high-quality training plan for Service Desk
Maintain and integrate training plan based on new services provided by Service Desk
Accept feedback from the Quality Analyst team and build it into a training plan.
Determine overall effectiveness of programs and make improvements
Collate the training results and documentation of the same to present to the senior management weekly/monthly.
Conduct training on IT tools, systems, and applications used by the Service Desk
Ensure that service desk personnel are proficient in using relevant IT service management (Service Now) tools
Work closely with subject matter experts to stay informed about changes in technology, tools, and processes.
offered :
Practical benefits: private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and 40+ options on our NAIS benefit platform, including Netflix, Spotify or Sports Card.
Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home thanks to HO package (including laptop, monitor, and chair). Ask your recruiter about the details.
Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings.
Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.
benefits :
sharing the costs of sports activities
private medical care
life insurance
no dress code
parking space for employees
extra social benefits
redeployment package
employee referral program
charity initiatives
access to courses e.g. Excel, VBA, RPA, Customer Care
