Trainer - IT Service Desk

6 months ago

Hyderabad, India Teleperformance Full time

**Purpose of Position**:
Responsible for training new employees and supporting experienced employees to improve their performance. Their duties include creating educational material, conducting training sessions, identifying skills gaps, and ensuring staff members stay motivated.

**Key Skills**:
Strong Technical Knowledge in terms of IT/Service Desk, Excellent Communication skills (Written/Verbal), Good Interpersonal skills, Creating self-help material such as knowledge base, training videos etc. Should be able to work in 24X7 environment

**Trainer Job Duties**:

- Analyze all training requirements and document the same
- Design and Develop Training Offerings suitable for both Instructor-Led / Virtual delivery using tools like MS PowerPoint, MS Word, Teams Recording, etc.)
- Liaise with the Operations Management team to plan, schedule, and deliver training.
- Deliver and Evaluate all New Hire On-Boarding and Up-Skills Training requirements (both technical & soft skills)
- Develop and deliver Updated Training Modules and Process Updates
- Gathers and summarizes course evaluations to provide data for review by program lead and management to determine the effectiveness of training sessions.
- Participate in the training audit program to ensure that the training offerings available are current, accurate, relevant, complete, and of the highest quality.
- Engage across various ITOps/Service Desk functions (e.g., Support Readiness, Release Management, Quality, ITOps/Service Desk Team, etc.)
- Design and Develop Assessments to Assess and evaluate the effectiveness of training and the knowledge of the learner.
- Participate in project meetings and contribute to the delivery of project deliverables related to training.
- Understand the customer needs (Customer Care) and strive to meet them to their satisfaction providing innovation that will drive a better customer experience.
- Plan Re-fresher training to improve frontline proficiency on technical skills and User Handling
- Work from Home during Business continuity scenarios

**Trainer Skills and Qualifications**:

- Superior Communication (Verbal/Written) Skills
- Ability to Interact Effectively
- Strong Technical Knowledge
- Good interpersonal skills
- Flexible to work in different shifts
- Proficient with Hardware / Networking/ Operating System and other related technical issues.
- Proficient with all ITOps/ServiceDesk tools and processes
- Proficiency in English (Read/Write/Speak/Understand)

**Trainer Qualifications**
- _**Min. Qualification**:_Graduate in any stream preferably Engineering
- _**Min. Experience: 2 **_years
- _**Certifications Preferred**:_Windows OS, ITIL V4

**Salary**: ₹500,000.00 - ₹700,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Night shift
- Rotational shift
- US shift

Application Question(s):

- Do you have experience as Process Trainer?
- Do you have experience in internet troubleshooting?
- What is your current ctc?
- What is your expected ctc?
- Will you be able to reliably commute or relocate to Hyderabad for this job?

**Speak with the employer**
+91 7044219047

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