IT Service Desk Trainer & Quality Coach with German (Hybrid)

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now! At NTT DATA we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company’s growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here. 

Overview

NTT DATA is seeking a dedicated Trainer & Quality Coach to support the growth and performance of one of our IT Service Desk teams on a German and English project. Are you passionate not only about spotting errors but helping people continuously improve themselves through insightful, personal feedback, and intuitive yet comprehensive training, while also driving business success? Do you like troubleshooting computers & also putting a smile on the users’ faces? Apply now & let’s have a chat! The job is hybrid, from our centrally located Bucharest or Cluj-Napoca offices.

Job Responsibilities Include:

• Coaching, motivating, and guiding team members
• Providing input into goal setting and performance feedback (however, does not conduct performance reviews or responsible for direct supervision)
• Ensuring the team is meeting or exceeding contractual and service level obligations to customers
• Holding responsibility for customer satisfaction through effective handling of customer problems and queries
• Ensuring that procedures are followed and ensuring proper escalation
• Contributing to own team/closely related teams by ensuring quality and accuracy of team output
• Designing and editing basic e-learning, virtual, blended and classroom curriculum
• Delivering course materials within a strict yet ever changing timeline set by the business units
• Providing weekly feedback on coaching and training events that took place during the week (if the case) and how the team progresses

Basic Qualifications:

• Experience in Phone, request and E-mail based technical Auditing
• Fluency in English & German
• Previous experience in a Service Desk function
• Expert knowledge of Service Desk Ticketing tools (HP Service Management, Remedy, Service Now, ITSM)
• Excellent telephone etiquette skills
• Demonstrated initiative and good judgment in resolving issues affecting customer satisfaction
• Strong class presentation, facilitation, and management skills
• Ability to communicate clearly at all organizational levels

Preferred Skills:

• Italian language
• ITIL V4 knowledge
• CompTIA A+

About NTT DATA

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.