IT Service Desk Technical Trainer

Zones.•Boston, MA

1d•Hybrid

About The Position

Zones LLC is seeking an IT Service Desk Technical Trainer for a hybrid role in Boston, MA. This position is initially for 6+ months with a high probability of extending long-term. The trainer will be responsible for creating and delivering training content to agents, ensuring their productivity, answering questions, managing schedules during training, providing performance feedback, and ensuring agents have the necessary access and tools. The role also involves shadowing new agents, providing coaching, collaborating on content creation, and reviewing/maintaining training documentation and curriculum. The ideal candidate will have strong communication skills, prior IT training experience, high public speaking proficiency, and a passion for customer experience.

Requirements

Strong Communication skills, both written and verbal
Prior experience serving as a trainer in the IT field
High Public speaking proficiency
Ability to work in a fast-paced environment
Passion for delivering the ultimate customer experience
Demonstrated professionalism in resolving customer issues
Must understand the value of working with a sense of urgency
Success at working in a team environment where a customer-first culture is paramount
Demonstrated problem-solving skills including identification of issues, obstacles, and opportunities, and development and implementation of effective solutions
Demonstrated ability to think on your feet and take a methodical approach to troubleshooting
Commitment to meet and exceed individual and team SLAs and KPIs
Experience working in the Service Desk industry in a customer-facing role
ITIL knowledge and experience
Experience with legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)

Nice To Haves

Human resource experience
ITIL certification

Responsibilities

Create and deliver pre-created training content to agents on a structured schedule
Ensure agents in training can be productive as soon as they are added into the production environment
Answer Agent questions, or route to the right person, during training period as needed
Help manage Agent schedules during training period in conjunction with leadership
Provide Agent performance input to the trainees throughout the training process, while updating leadership on progress
Ensure all new agents are prepared with all access and tools required so there are no roadblocks to them joining the production team once training is complete
Shadow new Agents on calls during the training period and provide feedback to the individual agent and leadership with 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 inconsistencies while working with leadership to adjust as needed
Work with leadership, and client representatives to ensure deficiencies are identified and corrected
Maintain and create training documentation, SOPs, re-write, add, and modify as needed
Maintain ownership over the training curriculum ensuring it is up to date, and meets the ever-changing needs of the service desk, client, and industry
Work with team leads to identify needs of existing agents in terms of refresher courses, upskilling, and training based on changes presented by the client and industry