IT Service Desk Technical Trainer
$93,600–$93,600 year
HybridBoston, Massachusetts, United States
Job Summary
Create and deliver pre-created training content to agents on a structured schedule while ensuring they become productive immediately upon joining the production environment. Answer agent questions, route inquiries appropriately, and provide real-time coaching during the training period. Shadow new agents on calls to offer feedback focused on development and improvement, and manage schedules in conjunction with leadership. Review training content for technical inconsistencies, update SOPs, and collaborate with stakeholders to refine the curriculum for continuous improvement. Maintain ownership of the training program to ensure it meets evolving industry needs and client requirements. This role supports Zones' global IT solutions by upskilling service desk staff in a hybrid Boston environment with flexible off-hours availability.
Required Qualifications
- 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
- 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.)
- Must be flexible to provide support/coaching occasionally during off hours
- Hybrid role. 3 days on-site in Boston, MA 02116
Desired Qualifications
- Human resource experience
- ITIL certification
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