Service Desk Trainer

Job description

Purpose of the Role To work as WSDS Service Desk Trainer with a goal of providing high quality training to Atos Service Desk Employees. To ensure that customer satisfaction is met through effective training management and to work closely with the Global Training Manager, local Operations Manager and fellow colleagues towards continuous improvement. The role will require individuals who are highly motivated with a demonstrated ability to work under pressure by handling multiple assignments simultaneously as well as learning new skills and procedures. Organizational Unit:WSDS Service Desk Trainer reports to:
Trainers Team Leader/Manager
Key activities
Training delivery: Responsible for delivery of: Soft and Hard Skills Training delivery for Service Desk Employees (Induction Trainings, Gap Trainings, Open Trainings).Training materials preparations.
Training Needs Analysis.
Training organization (planning, administration).
Playing active role in global training assignments.
Self
- development towards being the Knowledge Champion.
Scope of responsibility Trainings management (preparation, organization, delivery, local & global co-work). 
Local: Operations Management and Quality Teams, 1st and 2nd Line Support Analysts, training team colleagues.
Global: Training Manager and Global Training Team.

Desired profile

Effective functioning within this role requires defined skills and experience:
Required trainer’s skills:
- Leadership and influencing capabilities 
-  Expert presentation skills 
-  Expert Communication skills 
-  PC skills (Microsoft Office) 
-  Language abilities, written and oral English (B2+/Upper intermediate)
-  Knowledge of principles and theories concerning group dynamics and the process of grown-ups learning
Professional Experience: - Broad Technical Knowledge of Microsoft Applications and CRM Tools 
-  Broad understanding of Service Desk Processes 
-  Previous training delivery experience, preferably within a Contact Centre environment would be an advantage 
-  Experience in international and multi skills/blended environment preferable