Vollzeit / Full time
IT und Telekommunikation / Information Technology, Telecommunications
Kundenservice / Customer Service
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.
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
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.
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!