Trainer Service Desk
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Job Location:
Yearly Salary:
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
Description
Position at Zones LLC.
Company Overview:
When it comes to IT solution providers there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings theresreally onlyone: Zones First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need Zones a Minority Business Enterprise (MBE) in business for over 35 years specializes in Digital Workplace Cloud & Data Center Networking Security and Managed/Professional/Staffing services. Operating in more than 120 countries leveraging a robust portfolio and utilizing the highest certification levels from key partners including Microsoft Apple Cisco Lenovo Adobe and more Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need they can Consider IT Done. Follow Zones LLC and LinkedIn and Facebook.
Position Overview:
As a Training Instructor youbeprimarily responsible for the initial training and continuous learning of ourService are put through a34-weektraining program based on the duration of time it takes for potential hires to pass a background check with our client.
What youll do asthe (Trainer-Service Desk)
The requirements listed below are representative of the knowledge skill and/or ability required. Reasonableaccommodationmay be made to enable individuals with disabilities to perform the essential functions.
- Delivering pre-created training contentto agentson a structured schedule
- Ensuring agents in trainingcanbe productive as soon as they are added into the production environment
- Answering Agent questions or routing to the right person during training periodas needed
- Helping manage Agent schedules during training periodin conjunction with leadership
- Providing Agent performance input tothe trainees throughout the training process and updating leadershipon same
- Ensuring all new agents are prepared with all access and tools requiredso there are no roadblocks to them joining the production team once training is complete
- ShadownewAgents on calls during the training period and provide feedback tothe individual agent and leadershipwith an eye towards agent development and improvement
- Collaborate with stakeholders to create content to be used in the continuous training process
- Provide real-time coaching to Agents during the training period
- Assist with hands-on training activities
- Review training content for technical inconsistenciesand working with leadership to adjust as needed
- Work withleadershipand client representatives to ensure deficiencies are identified and corrected
- Hold end of weekmeetingwith team leaders to level set on agent progress and identified areas of need.
- Maintain training documentation re-writeaddand modify as needed.
- Ownership over the training curriculum ensuring it is up to date and meets the ever-changing needs of the service deskclient and industry
- Workwith team leads to identify needs of existing agents in terms of refresher courses upskilling and training based on changes presented by the clientand industry
Whatyou willbring to the team:
- Prior experience serving as a trainer in customer facingrole in the IT field
- High Public speaking proficiency
- Experience working in the Service Desk industry in acustomer facingrole
- ITIL knowledge and experience
- Experience with legacy Microsoft Office Suites (Outlook Word Excel OneNote PowerPoint Visio OneDrive for Business etc.)
- Experience Minimum 5 Years
- Education Graduation in any discipline
Zones offers a comprehensive Benefits package.
While we are committed to providing top-tier solutions were just as committed to supporting our own teams. We offer a competitive compensation package where our team members are rewarded based on their performance and recognized for the value they bring into our business. Our team members enjoy a variety of comprehensive benefits including Medical Insurance Coverage Group Term Life and Personal Accident Cover to handle the uncertainties of life flexible leave policy to balance their work life.
At Zones work is more than a job its an exciting career immersed in an inventive collaborative culture. If youre interested in working on the cutting edge of IT innovation sales engineering operations administration and more Zones is the place for you!
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race color religion sex sexual orientation gender identity national origin disability protected veteran status age genetic information or pregnancy.
Required Experience:
IC
About Company
Business, education, healthcare, and more – discover how Zones champions people with a future-focused approach to solving even the most complex IT problems.
