Trainer/Senior Trainer

Date Posted: 14-07-2017 01:24 PM    Location: Selangor, Selangor    Posted by: JP Search Sdn Bhd    Views: 921 times
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Description

Responsibilities:

The IT Help Desk Trainer is responsible for the development, implementation and presentation of new hire, ongoing and remedial training in both classroom and one-on-one settings. He/ She will work closely with the Knowledge Manager, Task Order Managers, Site Manager, IT Help Desk Program Manager, Quality Assurance Team, and subject matter experts from the customer.
• Plan, develop and facilitate internal training for new and existing help desk personnel.
• Provide support to the training manager in establishing, measuring, and monitoring key training metrics.
• Monitor progress of trainees and coach for improvement. Provide clear and concise assessments of trainee’s progress and overall performance during training.
• Provide constructive coaching and feedback to TSRs.
• Training effectively and efficiently (faculty & training feedback rating at 4.5 / 5)
• Design and evaluate training and performance interventions (pre and post training assessment)
• Identify performance gaps, causes of performance gaps and provide solutions to the training and production teams.
• Actively monitor calls by listening to the agents calls (Recorded / live) and share required feedback.
• Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.
• To be updated on all process related information for training purposes and available to take calls to keep in touch with operations
• Publish daily / weekly / monthly reports to stake holders
• Maintain historical data for the associates trained
• Assist in evaluating the effectiveness of training based upon formal and informal feedback from customers and end users.
• Foster open communication and develop strong working relationships with all personnel.
• Promotes client’s vision, values, and services to all customers and stakeholders.
• Assists in maintaining organization wide quality standards.
• Inter departmental coordination and communication
• Provide timely and efficient input and support to Training Coordinator for all training records and other related documents


Requirements:

• Candidate must be a graduate Graduate, Diploma, IT education or comparable IT professional experience
• Excellent Communication skills – written and verbal
• Strong technical aptitude (Associates with international technical product / service certification preferred) – Should have good understanding of Technical concepts, server operating systems, Client applications, Switches & Routers, backup applications, security applications etc.
• ITIL , CompTIA A+, N+, MCSE, MCT, Cisco certifications desired but not mandatory
• 2+ years’ experience in the following:
• Desktop Technician/Trainer
• Service desk
• Application support
• Excellent presentation skills
• Excellent technical skills (Service Desk, Infrastructure Management, Application support, Security services, Mobility services)
• Delivers results with minimal or no supervision
• ITIL understanding is a requirement / Certification preferred


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Qualified or interested candidate, Kindly click apply below or email us a copy of your resume in MS Word format to: jpsearch.adv(a)gmail.com

Kindly indicate the following details in your resume:
1. Current and Expected salary
2. Reason for leaving for current and previous employment
3. Earlier availability date
4. Position that you are applying for

We regret that only shortlisted candidates will be notified.
However, rest assured that all applications will be updated to our resume bank for future opportunities/references.