Service Desk Trainer & Quality Coach

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here. NTT DATA, services. currently seeks a “Service Desk Trainer & Quality Coach” to join our team in “Romania”.

Bucharest, Romania
Competitive Salary & Benefits

Role Overview
The Service Desk Trainer is responsible for the development and delivery of technical training courses to external clients. Interacts with client and functional organizations to identify content needs of courses. Curriculum content includes, but is not limited to,  client hardware and software, enterprise server and software products/solutions, enterprise storage solutions/products, data networking solutions/products and IT management techniques and strategies. Trainers will utilize stand-up teaching and presentation skills, visual and audio equipment and courseware resources to deliver the training.

Key Responsibilities and Duties:

• Design and edit basic e-learning, virtual, blended and classroom curriculum.
• Assist with revising and maintaining curricula and training materials.
• Consult with team members to ensure produced training meets current needs to support learning outcomes.
• Conceptualize and create graphical images, flow charts, and diagrams to support training curriculum.
• Deliver basic e-learning, web-based, and classroom curriculum.
• Deliver course materials within a strict yet ever changing timeline set by the business units.

Projects and Cross-Functional Objectives:

• Assist in coordinating with relevant groups for continuous refining and improving of processes to ensure effective outcome in terms of performance.
• Review, analyze key performance metrics using statistical tools and suggest actions leading to resolution and improvements in processes
• Conduct internal process audits to assess the functioning and process compliance in small and medium projects.
• Perform side-by-sides, and monitoring agent calls, with particular attention to technical/ functional excellence.
• Provide ongoing,on-the floor support and development of agents' technical knowledge, continually raising the bar for quality and service levels.

Key Skills
•    Strong class presentation, facilitation, and management skills.

•    Working knowledge of and capability on NTT DATA’s supported software, systems, and components. 
•    Ability to communicate clearly at all organizational levels.
•    ITIL V4 knowledge & CompTIA A+ is a plus.
•    Ability to multi-task in a dynamic environment.
•    Ability to take ownership of challenging tasks.
•    Curiosity & focus on developing.

Language Skills:

• English : C1 or above
• B2 or above on minimum one of the following languages : Dutch, Spanish, Portuguese, Italian.