Technical Training and Process Lead | Taguig

Required experience:

• Demonstrated experience as a Technical Training Instructor gained within a similar working environment.
• Demonstrated experience with designing technical training programs and workshops.
• Demonstrated experience with learning management software.
• Demonstrated experience inconducting training, and process design and development.
• At least 1 to 2 years related experience with technical and customer/client training/facilitating experience.
• With at least 1 to 2 years related experience preferably with background in IT Service Management/Operations
• Willing to work in BGC, Taguig (Mon-Fri) Dayshift; 8AM-5PM or 9AM-6PM
• Open to 6 months project-based employment
• Can start ASAP/30 days

Academic qualifications and certifications:
Bachelor’s degree or equivalent in an IT field
Certification such as CTT+ (Certified Technical Trainer) is preferred.
Related technical certification(s) preferred.

Technical Training and Process Lead

General Function:

• Overall responsible for assigned account’s process including documentation, change control, and process training.
• Document Custodian for documents that must be controlled and kept for audit/internal requirements.
• Responsible for developing training curriculum and training materials and ensure that the training materials are kept current with the Customer Requirements
• Train Service Desk agents and ensure that they stay competent and skilled for their technical jobs.

Key role and responsibilities:

• Develop personnel training curriculum and training materials.
• Conduct training programs for technical software, hardware, Customer Service, basic writing (email correspondence), telephone and call control skills.
• Create core standards and competency testing for trainees and new hire applicants.
• Ensure training modules and database kept with current Customer requirements.
• Interact with Service Desk Managers/Leads, Supervisors, Center of Excellence team to establish applications and systems training for current and new accounts.
• Research new ideas and techniques in technical training delivery.
• Keep abreast of technology and customer service trends in the industry.
• Evaluate training to measure effectiveness of training program.
• Identify and perform training needs analysis within the Service Desk, as necessary.
• Update and maintain the knowledgebase of the account.
• Measure agents’/trainees’ competency through assessments, call evaluations and case audits.
• Develop improvement plans to address account training and knowledge needs.
• Overall responsible for assigned account’s process including documentation, change control, and process training.
• Develop and maintain document control processes for the efficient management and recording of organization’s documentation.
• Updating knowledgebase changes on the internal database (product/process)
• Act as a Service Desk Process owner and custodian for process documents and work-level instructions.
• Responsible for training documentation, testing materials, and performing account specific process and technical training for all agents supporting assigned account(s).
• Support leadership initiatives to improve and enhance service support within the Service Desk.