Foundations Trainer

Role Overview

Foundations Trainer is expected to be the knowledge champion of the organization on IT Support Fundamentals courseDevelops, updates, and maintains training decks and activities, training plan, training calendar, onboarding checklist, agent training contract, deployment documents, and training database.Conducts training on IT Service Desk Essentials Topics:Computer Fundamentals: HardwareComputer Fundamentals: SoftwareComputer Fundamentals: OSComputer Fundamentals: NetworkingIT Service Operation: Tools, Process, Knowledge baseEffective Communication: Verbal and WrittenCustomer Service / Effective Customer InteractionHas deep knowledge on different training methodologies (Instructor-led, e-Learning, Virtual Training, etc.).Creates core standards and competency testing for new hires.evaluates training to measure the effectiveness of the training program.Interacts with Service Desk Managers, Supervisors, Workforce, Quality and Process Analyst to establish training topics for current and new accounts’ new hires.Implements and upholds the standard training delivery process and committed to deploying qualified new hires.Identify training needs analysis, provides recommendation, and leads continuous improvement projects and initiatives.Performs other training related projects, tasks, activities that me be assigned by the employee’s superiors.