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