Senior Technical Trainer

Senior Technical Trainer

Requirements & Qualifications:

• Preferred: Candidate must possess at least a Bachelor's/College Degree, any field

• At least 2 year(s) of working experience in the related field is required for this position

• Experience in handling a Technical Support, Service Desk and Customer Service training facilitation including pre-process

• Excellent written and verbal communication skills

• Must possess good presentation skills

• Excellent Organizational and planning skills

• Good understanding of Group Dynamics (diversity)

• Analytic and Results Oriented

• Plus: ITIL Foundation or ITIL Certifications

• Plus: Microsoft Certifications

• Plus: Experienced in Desktop and Laptop Support Training

• Plus: Experienced in Network and Mobility Support Training

• Plus: Experienced in Cloud Computing

Duties & Responsibilities:

• Responsible for conducting process training to new hires and evaluate their performance based on their competencies

• Deliver Product and Process Trainings

• Take up new hire Training batches

• Maintain attrition and throughput as per process guidelines

• Coach and counsel where-ever needed

• document Training reports and trackers

• Conduct Pre & Post assessment to identify any red flags (if any)

• Provide feedback to specific areas of opportunity

• Coach associates on DSAT with a clear understanding of process requirement

• Generate and maintain regular reports

• Understand process requirement

• Conduct regular audits to check training effectiveness

• Conduct Recursive Training based on the Training Need Identification/Analysis received from Operations/Quality

• Act as a focal point for the Knowledge base Management process within assigned account enforcing best practices

• Responsible for ITIL processes/responsibilities falling under the training function