Service Desk Trainer Job - (augusta, georgia) in Augusta, Georgia For Sale
Job Title: Service Desk Trainer
Job ID:
Location: US:Georgia:Augusta
Full/Part Time: Full:Time
Regular/Temporary: Regular
Day to Day Work
Unisys is a worldwide information technology company. We provide a portfolio of IT services, software, and technology that solves critical problems for clients. We specialize in helping clients secure their operations, increase the efficiency and utilization of their data centers, enhance support to their end users and constituents, and modernize their enterprise applications. To provide these services and solutions, we bring together offerings and capabilities in outsourcing services, systems integration and consulting services, infrastructure services, maintenance services, and high:end server technology. With approximately 23,000 employees, Unisys serves commercial organizations and government agencies throughout the world.
Responsible for planning, developing, organizing and directing training of employees and customers. Works with technical support and internal and client subject matter experts (SMEs) to ensure course materials provide current and relevant information. Establishes training requirements, standards and schedules. Plans course design and support documentation. Instructs participants in both classroom and virtual environments. Analyzes training needs, prepares special courses and related manuals and acquires resources needed to carry out training programs. Keeps abreast of new and evolving research, methods, and techniques for training personnel to meet job requirements. Evaluates effectiveness of training.
Key Responsibilities:
: Responsible for general new hire training
: Responsible for analysis of needs across the site, and development and delivery of refresher training based on site needs
: Create new training material based on business requirements
: Add new content as clients and operation moves to new products
: Work with Transition Knowledge Management on new account training needs
: End to end ownership of training content
: Special attention and coaching for bottom quartile trainees
: Abide to the organizational goals and team objectives
Core Competencies:
: Accuracy/Attention to Detail
: Absolute Integrity
: Invent the future
: Organizational Management
: Computer:Based Customer Support Tools
: Conflict Management
: Customer Service Management
: Customer Support Function
: Flexibility and Adaptability
: Follow:up
: General Computer Competencies
: Hardware Infrastructure
: Initiative
: ITIL (Information Technology Infrastructure Library)
: Oral Communications
: Problem Solving
: Service Request Management Process
: Technical Troubleshooting
: Think Like the Customer
: Tolerance for Stress
Key Qualifications:
: A.A/A.A.S. in Communications, Adult Education, Computer Science or business with 2:3 years training experience or a combination of education an experience
: Security Requirement : Must be US Citizen with ability to pass a US Government Secret security clearance
: Classroom management experience
: Remote Virtual Training
: Excellent analytical, communication and negotiation skills with an ability to express complex thoughts/ ideas effectively in individual or group situations.
: Strong interpersonal, Relationship Management skills and team player.
: Strong knowledge of MS Office suite
: Excellent in Operating Systems/Networking and other major technologies supported at Service Desk/Contact Center
: Excellent Presentational and Facilitation skills
: Prior client facing experience
: Strong understanding of ITIL framework.
: 3 years of strong call center experience. Preference for technical call center work, and specifically IT/ ITES environment with a strong knowledge of Helpdesk / Service Desk setup.
: Preferred: ITIL Certification
: Preferred: Knowledge of BMC Remedy 7.X/8.X or Service Now
: Preferred: Experience working with the 4 primary adult learning styles
: This position will require
Source: http://www.tiptopjob.com/jobs/xxxxxxxx_job.asp?source=backpage