Deskripsi Pekerjaan
Are you a passionate educator with a background in IT Service Management? NTT DATA is seeking a dynamic Service Desk Trainer to join our high-performing team in Bonifacio Global City. In this role, you will be the bridge between technical knowledge and operational excellence, ensuring our global service desk agents are equipped with the skills needed to deliver world-class IT support.
As a Service Desk Trainer, you will facilitate onboarding programs, design engaging training modules, and perform quality audits to identify coaching opportunities. You will play a pivotal role in shaping the culture of our service desk, fostering a environment of continuous improvement and technical proficiency. If you thrive in a fast-paced global setting and are driven by the success of others, we want to hear from you.
Tanggung Jawab
- Develop and facilitate comprehensive training programs for new hires and tenured staff on IT service desk tools and protocols.
- Conduct needs assessments to identify knowledge gaps and implement targeted coaching interventions.
- Maintain and update training documentation, knowledge base articles, and standard operating procedures (SOPs).
- Monitor call/ticket quality and provide actionable feedback to agents to ensure compliance and customer satisfaction.
- Collaborate with operations managers to align training outcomes with service level agreements (SLAs).
- Facilitate workshops on soft skills, technical troubleshooting, and cultural orientation for global stakeholders.
- Analyze performance data to track the effectiveness of training initiatives and improve overall service desk efficiency.
Kualifikasi
- Bachelor’s degree in IT, Education, Communications, or a related field.
- Minimum of 2-3 years of experience in a training or quality assurance role within an IT Service Desk or BPO environment.
- Strong understanding of ITIL frameworks and ITSM best practices.
- Excellent presentation, facilitation, and communication skills with the ability to simplify complex technical concepts.
- Proficiency in learning management systems (LMS) and e-learning authoring tools.
- Proven ability to work independently and manage multiple training priorities in a global, matrix organization.
- Highly adaptable with a growth mindset and a passion for mentoring technical professionals.