Service Desk Trainer

2 weeks ago


Thane, India Willis Towers Watson Full time

Service Desk Trainer
- Thane, IN

July 26, 2023

**About WTW**:
Our distinct, connected perspective across talent, assets and ideas unlocks potential for our clients. While many just look at mitigating the downside, we see how a unified approach to people and risk is a path to growth. Powered by market analytics and behavioral insight, our integrated teams reveal hidden value within the critical intersections of our clients’ organizations. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals.

**Summary**:
The Service Desk trainer role is to provide technical or soft skills training to new and seasoned service desk analysts to improve performance and increase first call resolution. The responsibility includes creating educational material, conducting training sessions, identifying skills gaps, and ensuring team members stay motivated.

This is a Service Desk setting with a steady flow of issues, needs and requests from internal end users. The Technical Trainers are expected to be the knowledge champions of the organization. The goal is to make sure that the services delivered to WTW associate is within the standards set by the company.

**Role**:

- Perform on-the-job training to ensure new hire is qualified for their jobs
- Training New Hires or seasoned Service Desk analyst on new or updated service desk procedures to improve their performance. Handle pre-training requirements.
- Develop curriculum and materials and conduct training programs for technical software, hardware, Customer Service, basic writing, telephone, and call control skills etc.,
- Create core standards and competency testing for trainees and new hire applicants such as Ramp Plan Updates and formulation of Training Scorecards
- Proactively seek areas that need improvement to enhance service support within the Service Desk by observing the daily operations of service desk or running reports to identify trends requiring training.
- Conduct training needs analysis to identify gaps in knowledge.
- Liaising with team leaders and managers to conduct on-the-job coaching
- Measuring the effectiveness of training sessions and preparing individual or team progress reports and maintain training records.
- Ensures Training database kept current with Agent data
- Research new ideas and techniques in technical training delivery.
- Keep abreast of technology and customer service trends in the industry.
- Deliver specialized training to internal and external customers
- Lead new training and continuous improvement projects and initiatives
- Coordinate and create unity between process, quality, and training department
- Identify and perform needs analysis within the Service Desk Conduct training needs analysis to identify gaps in knowledge.
- Perform training for process updates and refresher Other related projects, tasks or activities that may be assigned by the employee’s superiors.
- Starts and follow Onboarding process for new hires

**Responsibilities**:
Daily Activities:

- Perform or supervise the performance of Service Desk training activities
- Coordinate, develop, and participate in an ongoing training
- Performs activity that is intended to increase the knowledge, skills, and abilities of Service Desk Analyst
- Provide necessary training, coaching, and mentoring to employees
- Plan, develop, conduct and implement training activities
- Create, Revised training plans, modules, and scorecard
- Develop training objectives, select training methods, and evaluate training results.
- Identify areas for improving individual and team performance
- Identify skills gaps and fill them
- Develop presentations, training materials, and handout materials
- Provide training guidance and feedback to other

Business Value:

- Service Readiness: Trainer contributes to Service Desk preparedness by improving the analyst client and technical knowledge and skill set to effectively perform their expected role.
- Quality and CSI: Trainer helps enhance Service Desk performance, boost employee productivity, reduce company turnover and improve company culture

**Requirements**:

- 7-9 years’ experience as a trainer and skilled in Production Experience, Walkthroughs, Instructor-Led and Soft Skills or Technical training
- Degree in Management, Training, Computer Science, or equivalent certification is a plus
- Knowledge of WTW Services and Products is preferred
- ITIL Foundation Certification is preferred.
- Responsible for overseeing the company’s employee training and development activitie
- Knowledge in Windows 10 Operating systems, MS Office 365, VPN, MFA or AD tools
- ServiceNow ticketing tool experience
- Good PC skills, especially MS Office 365 (Excel, Word, PowerPoint)
- Excellent communication, problem-solving and presentation skills
- Proven technical trouble shooting and diagnostic skills.
- Ability to quickly react to dynamic service de


  • Client Services

    1 week ago


    Thane, India PeopleQuest Data Services Pvt. Ltd Full time

    We are looking for energetic and passionate Escalation Desk Executives to join our clients team (Broking & Financial Services) in Thane. Key Responsibilities: - Handle customer escalations in a professional and courteous manner - Provide prompt resolution for customer complaints - Ensure customers receive updated information on their queries - Maintain...


  • Thane, India Kontact Global Full time

    We are looking for a Receptionist to manage our front desk daily and perform various administrative tasks. As a Receptionist, you will be the first point of contact for our company. Our Receptionist's duties include offering administrative support across the organization. You will welcome guests and greet people who visit the business. You will also...

  • Front Desk Executive

    4 weeks ago


    Thane, India Healing Hands Clinic Full time

    Position Overview: As a Front Desk Executive, you will be the first point of contact for visitors, clients, and employees at the front desk of the organization. Your role is vital in providing a positive and professional image of the company and ensuring smooth operations at the front desk area. You will handle various administrative tasks, manage incoming...


  • Thane, India Unique Mixer Pvt Ltd Full time

    **FRONT DESK EXECUTIVE- THANE** **Your Role**: - To answer, screen and forward incoming phone calls professionally, and take adequate messages and pass to the appropriate individuals as and when required - Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries. - To provide general office administrative and...

  • Front Desk Executive

    4 weeks ago


    Thane, India Ace Recruitment & Placement Consultants Pvt. Ltd Full time

    **Job Summary**: A Front Desk Administrator is responsible for providing excellent customer service, managing front office operations, and serving as the first point of contact for visitors and clients. They play a crucial role in creating a positive and welcoming atmosphere for guests. **Total Exp required**: 2 to 6 Years **Key Responsibilities**: **Greet...

  • Python Trainer

    2 days ago


    Thane, India ARH Venturres Full time

    Company DescriptionARH Venturres is a digital transformation agency based in Thane. We offer a range of services to help businesses with their digital requirements, from planning and technology selection to post-deployment support. Our goal is to support businesses throughout their journey of digital transformation.Role DescriptionThis is a full-time Python...

  • Bpo Trainer

    7 days ago


    Thane, India Abhinav Institute of Technology and Management Full time

    **Position Overview**: Seeking an experienced BPO Trainer to develop and deliver training programs for our BPO staff, ensuring they excel in customer service, product knowledge, and system navigation. **Responsibilities**: - Develop and deliver comprehensive training programs. - Collaborate with managers to identify training needs. - Assess trainee...

  • Ccna Trainer

    4 weeks ago


    Thane, India Nettech India Full time

    **POSITION TITLE **:CCNA TRAINER **LOCATION** : Thane, Mumbai **REPORTING**: NETWORKING TEAM **KEY RESPONSIBILITIES** - Perform following jobs. - Teach routing and switching to our students. - Give Practical knowledge about Routers, switches configure. **COMPETENCIES/SKILLS** - Routing Switching - Network Fundamentals - Network protocols - Network...

  • Corporate Trainer

    1 day ago


    Thane, India Supremus Angel Pvt.Ltd. Full time

    **Company Overview**: **Position Overview**: As a Trainer, you will play a crucial role in liaising with managers to determine training needs, designing and delivering effective training programs, and supporting new employees. This role requires a creative and strategic approach to develop educational materials, conduct seminars, workshops, and individual...

  • Front Desk Executive

    1 month ago


    Thane, India RPM Logistics Pvt. Ltd. Full time

    Greet clients and visitors with a positive, helpful attitude. - Assisting clients in finding their way around the office. - Announcing clients as necessary. - Assisting with a variety of administrative tasks including copying, faxing, taking notes, and making travel plans. - Preparing meeting and training rooms. - Answering phones in a professional manner,...


  • Thane District, Maharashtra, India approach Full time

    We are Hiring Front Desk Associate ( Only Female ) HR Altaf 8446710878 Location: - Airoli Navi Mumbai Should have Experience Hotels & Business Centre Industry. Front desk management - includes meeting and greeting clients, receiving & registering inbound calls and requests. Conducting client experience tours of the premises Front ending client...

  • Sales Trainer

    4 weeks ago


    Thane, India iMetrix Solutions Private Limited Full time

    Position: Process Trainer - Operations (Voice) Operations: Telesales Voice (Inbound & Outbound) Client Geography: United States Work Shift: Night Hours (IST) Work Location: Mahape, Navi Mumbai Role Type: Full Time - Permanent Position Reports to: Manager **Responsibilities**: - Train fresh new hires selected for respective client campaign(s) on all...


  • Thane, India Onesource Atreus Full time

    Hiring for DJO Customer Service Voice - Batch date - 7th March, 2023 ✡They will be speaking with the doctors to solve queries and complaints related to orthopedic shoes which are used by patients diagnosed from diabetes.✡ **✡Requirement - Excellent English comms (C2/C1 only)** ✡ HSC/ Grad - Minimum 6 months - 1 year international bpo experience is...


  • Wagle Estate, Thane, Maharashtra, India Rajlaxmi Solutions Pvt. Ltd Full time

    **Tally & Soft Skill - Trainer** **Job Summary**: We are seeking a skilled and experienced Tally and Soft Skills Trainer to join our team. In this role, you will be responsible for delivering training programs on Tally software and soft skills development to our employees and external participants. Your expertise in Tally software and strong communication...

  • Full Stack Trainer

    1 month ago


    Thane, India LIVEWIRE - ThaneDombivli (Division of CADD Centre) Full time

    **About CADD Centre**: As Asia's biggest network of CAD training centers, CADD Centre Training Services is the training arm of the 30-year-old CADD Centre Group, head quartered at Chennai, India. Founded in the year 1988, we have grown today as Asia's biggest network of skill training provider in Computer Aided Design (CAD), Computer Aided Engineering (CAE),...


  • Thane, India Rendered Ideas Softgame Pvt Ltd Full time

    Greetings of the Day!!! Kindly note it's a 3 months contract job, which will be extended for further duration. Salary - 3 LPA Exp. 2-6 yrs. Office time - 10 to 7(Monday to Friday) Saturday Half day **Job description-** **Roles and Responsibilities-** - Keeping front desk tidy and presentable with all necessary material - Greeting and welcoming desks as...


  • Thane, India Kotak Mahindra Full time

    **Job Description: - Working towards resolution of customer concerns and closing loop with customers. - Attending to cases from MD’s Desk / Other Senior Management of the Organisation. - Following up on Escalated cases regularly and getting it closed within defined TAT - Liaise with Department / Division Heads and be a customer advocate in resolving the...


  • Thane, India Country Inn and Suites By Radisson Full time

    **Hotel Front Desk Responsibilities**: - Checking guests in and out. - Receiving and managing reservations made online and telephonically. - Verifying guests' payment methods during check-in. - Assigning rooms to guests and informing them of any specials offered by the hotel. - Organizing transport services for guests at their request. - Providing guests...

  • Power BI Trainer

    4 weeks ago


    Thane, Maharashtra, India LIVEWIRE - ThaneDombivli (Division of CADD Centre) Full time

    **Company Profile**: **About CADD Centre**: As Asia's biggest network of CAD training centers, CADD Centre Training Services is the training arm of the 30-year-old CADD Centre Group, head quartered at Chennai, India. Founded in the year 1988, we have grown today as Asia's biggest network of skill training provider in Computer Aided Design (CAD), Computer...


  • Thane, India Tata AIA Life Insurance Full time

    A Position Overview Position Title Training Manager / Capability Development Manager Department Agency Sales training Level/ Band 301/401 Role Summary : Conducts training as per the defined levels for the assigned channel.manages and develops assigned trainers and TOs and manages and executes training schedules for the location. B...