Service Desk Academy Trainer

Position Description

The Service Consultant – Service Desk Trainer will be responsible for designing, developing, and delivering training programs that educate individuals or groups within the Service Desk Team. As a Trainer, you must be skilled in conveying complex both technical and non-technical concepts and processes in a clear and understandable manner. Key responsibilities include curriculum development, training delivery, technical support, assessment, and evaluation, staying updated on industry trends, customization of training programs, collaboration with stakeholders, documentation, feedback solicitation, and professional development. The role may be shared across engagements with similar project and skills requirements.

These Terms of Reference apply for the role of Service Consultant – Service Desk Trainer.

Your future duties and responsibilities

Your main responsibilities as Service Consultant – Service Desk Trainer are, but not limited to, the following:

• Curriculum Development: Designing and developing training materials, including presentations, manuals, exercises, and assessments, that effectively convey all concepts to learners.
• Training Delivery: Conducting training sessions, workshops, or courses either in person or through online platforms. This involves delivering content in an engaging and clear manner, adapting teaching methods to suit the needs of different audiences.
• Subject Matter Expertise: Demonstrating in-depth knowledge and expertise in the technical and non-technical subject matter being taught, whether it's software applications, hardware systems, processes, or other technical domains.
• Technical Support: Providing technical assistance and support to learners during training sessions, helping them troubleshoot problems, answer questions, and gain a deeper understanding of the material.
• Assessment and Evaluation: Assessing the progress of learners through quizzes, exams, projects, or other evaluation methods to ensure comprehension and retention of material. Analyzing feedback to continuously improve training programs.
• Stay Updated: Keeping up to date with the latest advancements, trends, and best practices in the relevant technical field to ensure that training materials and methods remain current and relevant.
• Customization: Tailoring training programs to meet the specific needs and skill levels of different groups or individuals, whether they are beginners, intermediate learners, or advanced professionals.
• Collaboration: Working closely with other trainers, subject matter experts, instructional designers, and stakeholders to coordinate training initiatives, share knowledge, and align training objectives with organizational goals.
• Documentation: Creating documentation and instructional guides to supplement training materials, providing learners with additional resources for reference and self-paced learning. This includes creating, updating, and retiring of Knowledge Articles as part of Knowledge Articles Management.
• Feedback and Improvement: Soliciting feedback from learners and stakeholders to assess the effectiveness of training programs and identify areas for improvement. Using feedback to refine content, delivery methods, and training strategies.
• Professional Development: Engaging in continuous learning and professional development activities to enhance teaching skills, broaden technical knowledge, and stay abreast of changes in the field. This might include attending conferences, workshops, or pursuing certifications relevant to technical training.
  
  

These are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal duties from time to time, as necessary.

Other responsibilities include:

• Collaborating with local management, colleagues, and clients at all levels to ensure that deliverables meet customer satisfaction.
• Adhering to established escalation procedures.
• Arriving on time for scheduled shifts and breaks assigned by the people manager.
• Assisting team members with processing non-complex incidents or service requests as directed by the Service Desk Management team or Service Desk Manager.
• Informing the people manager about planned or unplanned leaves according to the engagement’s policies:
• Vacation leave: Provide notice at least 2 weeks in advance of the planned leave date.
• Sick leave - Notify at least 4 hours before the shift starts. When using sick leave, inform the team lead (or higher-ranked manager) via a mobile phone call within the specified lead time.
• Maintaining quality standards in accordance with agreed metrics.
• Ensuring that any quality deficiencies are addressed promptly within your function.
• Submitting required service delivery reports.
• Providing feedback to the people manager if potential issues arise.
• Offering feedback to the manager on potential process improvements.
• Attending scheduled meetings as required.
  
  

Required Qualifications To Be Successful In This Role

Education

• At least a vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field.
  
  

Skills, Knowledge, And Capabilities

Skills:

• Communication: Strong verbal and written skills to effectively train and engage staff.
• Presentation: Ability to deliver training sessions clearly and engagingly.
• Coaching: Ability to guide and mentor individuals to improve performance.
• Problem Solving: Identifying challenges and providing effective solutions during training.
• Time Management: Efficiently managing training schedules and resources.
  
  

Knowledge:

• Service Desk Operations: Understanding of service desk processes, tools, and best practices.
• Technical Knowledge: Familiarity with the software, systems, and troubleshooting techniques used by service desk teams.
• Training Techniques: Knowledge of adult learning principles and training methodologies.
• Performance Metrics: Understanding key performance indicators (KPIs) for service desk teams.
  
  

Capabilities:

• Training Development: Designing and delivering customized training programs for service desk staff.
• Evaluation: Assessing trainee progress and providing constructive feedback.
• Adaptability: Adjusting training methods to suit different learning styles and team needs.
• Continuous Improvement: Constantly improving training materials based on feedback and performance outcomes.
  
  

Experience

• Previous IT support / IT Service Desk Experience / Helpdesk Support
• Minimum of 2 years’ experience in the IT Service Desk field.
• Minimum of 2 years' experience as a Trainer or Subject Matter Expert
  
  

Others

• Willing to work in a shifting schedule (ex. Night shift, weekend shift, holidays, 24/7 Support)
• Willing to work 100% onsite when needed.
• Willing to work in OWS Mckinely Taguig or Alpha Ortigas Site.
  
  

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.