Service Desk Academy Trainer

Job Title: Service Desk Academy Trainer

Category: Service Desk / End User Services

Location: Taguig City & Ortigas

Work set up: Taguig & Ortigas (100% onsite)

Salary:PHP 35,000

Work schedule: Shifting Schedule

(ex. Night shift, weekend shift, holidays, 24/7 Support)

Headcount: 1

Non-Negotiable:

Previous IT Service Desk or Helpdesk Support Experience

Minimum of 2 years experience in the IT Service Desk field.

Minimum of 2 years experience as a Trainer.

Excellent English communication skills.

Must have knowledge of the key performance indicators (KPIs) for service desk teams.

Must have experience developing or creating training programs/materials from scratch for service desk staff.

Should be amenable to work onsite in Taguig on a shifting schedule.

Position Description:

The Service Consultant Service Desk Trainer will be responsible for designing, developing, and delivering training programs that educate individuals or groups within the Service Desk Team. As a Trainer, you must be skilled in conveying complex both technical and non-technical concepts and processes in a clear and understandable manner. Key responsibilities include curriculum development, training delivery, technical support, assessment, and evaluation, staying updated on industry trends, customization of training programs, collaboration with stakeholders, documentation, feedback solicitation, and professional development. The role may be shared across engagements with similar project and skills requirements.

Your future duties and responsibilities:

Your main responsibilities as Service Consultant Service Desk Trainer are, but not limited to, the following:

Curriculum Development: Designing and developing training materials, including presentations, manuals, exercises, and assessments, that effectively convey all concepts to learners.

Training Delivery: Conducting training sessions, workshops, or courses either in person or through online platforms. This involves delivering content in an engaging and clear manner, adapting teaching methods to suit the needs of different audiences.

Subject Matter Expertise: Demonstrating in-depth knowledge and expertise in the technical and non-technical subject matter being taught, whether it's software applications, hardware systems, processes, or other technical domains.

Technical Support: Providing technical assistance and support to learners during training sessions, helping them troubleshoot problems, answer questions, and gain a deeper understanding of the material.

Assessment and Evaluation: Assessing the progress of learners through quizzes, exams, projects, or other evaluation methods to ensure comprehension and retention of material. Analyzing feedback to continuously improve training programs.

Stay Updated: Keeping up to date with the latest advancements, trends, and best practices in the relevant technical field to ensure that training materials and methods remain current and relevant.

Customization: Tailoring training programs to meet the specific needs and skill levels of different groups or individuals, whether they are beginners, intermediate learners, or advanced professionals.

Collaboration: Working closely with other trainers, subject matter experts, instructional designers, and stakeholders to coordinate training initiatives, share knowledge, and align training objectives with organizational goals.

Documentation: Creating documentation and instructional guides to supplement training materials, providing learners with additional resources for reference and self-paced learning. This includes creating, updating, and retiring of Knowledge Articles as part of Knowledge Articles Management.

Feedback and Improvement: Soliciting feedback from learners and stakeholders to assess the effectiveness of training programs and identify areas for improvement. Using feedback to refine content, delivery methods, and training strategies.

Professional Development: Engaging in continuous learning and professional development activities to enhance teaching skills, broaden technical knowledge, and stay abreast of changes in the field. This might include attending conferences, workshops, or pursuing certifications relevant to technical training.

Skills:

Communication: Strong verbal and written skills to effectively train and engage staff.

Presentation: Ability to deliver training sessions clearly and engagingly.

Coaching: Ability to guide and mentor individuals to improve performance.

Problem Solving: Identifying challenges and providing effective solutions during training.

Time Management: Efficiently managing training schedules and resources.

Pre-Screening Questions:

*Do you have previous experience in IT Service Desk or Helpdesk Support

*Do you have knowledge of the key performance indicators (KPIs) for service desk teams

*Do you have Experience withdeveloping or creating training programs/materials from scratch for service desk staff.

*How much is your last drawn salary

*How much is your salary expectation

• *Are you amenable to work in Taguig with a mid shift schedule