25/11/2021

Service Desk Trainer*

  • Tech Mahindra GmbH
  • Dresden
Vollzeit / Full time IT und Telekommunikation / Information Technology, Telecommunications Kundenservice / Customer Service Training

Beschreibung des Jobangebots / Job Description

Tech Mahindra: Who are we?

We are Tech Mahindra GmbH and we drive technological progress: whether AI, everyday automation or cybersecurity - TechM plays a leading role in the IT sector. We are looking for a Service Desk Trainer* in Dresden.

 

Responsibilities:

Service Trainer is responsible for the development, implementation and presentation of new hire, ongoing and remedial training in both classroom and one-on-one settings. This position will work closely with the Knowledge Manager, Task Order Managers, Site Manager, Service Desk Program Manager, Quality Assurance Team and subject matter experts from the customer.

  • Plan, develop and facilitate internal training for new and existing service desk personnel.
  • Provide support to the training manager in establishing, measuring, and monitoring key training metrics.
  • Monitor progress of trainees and coach for improvement. Provide clear and concise assessments of trainee’s progress and overall performance during training.
  • Provide constructive coaching and feedback to service desk associates
  • Training effectively and efficiently ( faculty & training feedback rating at 4.5 / 5)
  • Design and evaluate training and performance interventions (pre and post training assessment)
  • Identify performance gaps, causes of performance gaps and provide solutions to the training and production teams.
  • Actively monitor calls by listening to the agents calls (Recorded / live) and share required feedback.
  • Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.
  • To be updated on all process related information for training purposes and available to take calls to keep in touch with operations
  • Publish daily / weekly / monthly reports to stake holders
  • Maintain historical data for the associates trained
  • Assist in evaluating the effectiveness of training based upon formal and informal feedback from customers and end users.
  • Foster open communication and develop strong working relationships with all personnel.
  • Promotes client’s vision, values, and services to all customers and stakeholders.
  • Assists in maintaining organization wide quality standards.
  • Inter departmental coordination and communication

Provide timely and efficient input and support to Training Coordinator for all training records and other related documents

Qualifications:

  • Strong technical aptitude ( Associates with international technical product / service certification preferred) – Should have good understanding of Technical concepts, server operating systems, Client applications, networking equipment for home and office, backup applications, security applications etc.
  • Excellent presentation skills
  • Excellent technical skills (Service Desk, Infrastructure Management, Application support, Security services, Mobility services)
  • Delivers results with minimal or no supervision
  • ITIL understanding is a requirement / Certification preferred
  • Office 365 / Exchange Online
  • Exchange Server
  • Active Directory User Administration
  • Hands on experience in ITSM tools (Service Now/Remedy)
  • SCCM Knowledge
  • Working knowledge of commercial Off-the-Shelf (COTS) Software (i.e., Commercial Applications)
  • Knowledge of Operating Systems such as Windows and Macintosh and Related Hardware and Software
  • System Level Software (e.g. VPN, Encryption, Automated Backup) and Device Issues (for attached Hardware Devices) for Windows and Macintosh
  • Remote Access (hard/soft token, VPN, or any other remote access mechanisms)
  • Network Connectivity / Access Issues (e.g. both office and home network for remote employees, remote access, wireless, etc.)
  • Mobile devices, configuration and support (e.g. iPhone, MiFi, or any other mobile device)
  • ITIL , CompTIA A+, N+, MCSE, MCT, Cisco certifications
  • Language: German: C1/Native and English: B2

 
If you have any questions, please don't hesitate to contact us via WhatsApp Business +49 176 480 611 26 or send us your application directly!*We are happy about every application - your gender, age, origin, religion or sexuality do not matter. Networked togetherness. That is Tech Mahindra!


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