Job Description :
Role : Service Desk Trainer Location : Markham, ON Contract General Description Job description for Service Desk technical trainer profile. Responsibilities Conduct new hire & refresher technical trainings (classroom trainings and focused one on one trainings as required) to the Service desk teams in GDC for different levels i.e. L1, L1.5 & L2 (Remote Desktop Support) as per the schedule to witness time-bound results. This Includes preparation of Program materials, Documents, Training modules, PowerPoints, Service desk staff to support new technology as per central training catalogue approved by Practice Utilize a variety of the training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training programs Maintain technical skill continuity and consistency of Global Delivery Center Should be dynamic in enabling and motivating trainees through effective training methodologies Interact and coordinate with the Delivery focal to ensure that the feedback collected is addressing common problem at the operations level, SIP/CIPs from Training perspective. Should keep knowledge updated by going through documentation periodically and update the documentation whenever there is a new process or change in process. Ability to quickly learn new technologies, upgrade to latest versions, prepare training modules for upcoming technologies. Should be able to create, maintain numerous reports, evaluations, performance trackers, records pertaining to the various training programs that the resource will be involved with. Coordinates with department/ project Team Leaders and Managers pertaining to the planning / implementation of the various training programs. Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions. Provides feedback on uniform application of guidelines and procedures. Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity. Provides coaching, advice and guidance based on findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures. Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training. Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines. Develops job aides and other tools to assist representatives in improving overall quality of interactions. Will be required to travel domestically within the US and Internationally as required to manage and conduct training programs with requirements mentioned above. Other duties as assigned by Management. Technical Requirements ITSD Support/Trainer at various Levels as experience necessary handing B2B customers Disciplined, systematic problem-solving skills required. Hands-on work experience with the following Windows Operating systems Clients: Windows7, Windows 8, Windows 8.1, Windows 10 Servers: Windows 2003, Windows 2008, Windows 1012 Knowledge of Active Directory, Exchange 2003/2007 ITSM ticketing tools such as Remedy, Service Now, Peregrine Service Center User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools, Skype for business. MS Office Suite (2007, 2010, 2013 and 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, O365, MS Project, and MS Visio, Lotus Notes. Internet browsers (e.g. Internet Explorer, Edge, Chrome, Firefox) Networking LAN/ WAN/ VPN VPN and remote dial-in users Citrix Support for laptop, desktops, and printers (local, network) iPhone- IOS, Android support, MDM, (PDA and blackberry when applicable Others: A e Acrobat and other common desktop applications like WinZip, etc. SharePoint Management, Data Center Operations, Monitoring functions & Applications. ITIL best practices overview for Service Desk function. Soft Skills Excellent training, communication and conversation skills (Verbal and Written) Excellent technical content presentation skills Good working knowledge of MS OFFICE (Including MS Project and Visio) Strong general understanding of IT and IT vernacular, with a focus on Service Desk and associated Tier I and Tier 2 support teams Ability to handle various situations while utilizing great soft skill techniques. Can drive HCL's value and its methodology Other Skills / Experience Familiar with technology concepts (Service Desk, ITIL processes) Innovative thinker and self-starter Should have experience in driving quality improvement programs Must be able to multitask assignments and projects, work in a fast-paced environment, and be able to coordinate training delivery independently Strong computer literacy skills with an emphasis on software knowledge, installations and use of Microsoft applications, Data Base applications, Internet and internet protocols Ability to learn new information quickly Ability to integrate as a cross-functional, team player Years of Experience Total: 10-12 years of experience in IT Service Desk or Customer Service delivery field Relevant: 6-8 Technical trainer experience Certification requirements Should be certified in Microsoft Technologies (MCSE, MCDST, CCNA) ITIL V3 Foundation certification is must Good to have A+, Diploma in Networking, MCSA Education requirements Bachelors / Masters / Equivalent