IT Service Desk Technical Trainer

Hours: Mon-Friday 8-5pm ET. Must be flexible to provide support/coaching occasionally during off hours.

What you will do as the IT Service Desk Technical Trainer:

The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

• 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

• 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
• Passionate about 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.)

Desired:

• Human resource experience
• ITIL certification

Zones offers a comprehensive Benefits package

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.

At Zones, work is more than a job -with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones - First Choice for IT.^TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.