Service Desk Training & Quality Analyst

Req ID: 351798 

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.

We are currently seeking a Service Desk Training & Quality Analyst to join our team in Bucharest, București (RO-B), Romania (RO).

Service Desk Trainer & Quality Coach (hybrid) - German
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
• German : C2

Benefits
Our people are the most critical component of our long-term success and their health and wellbeing are our priority.
You will enjoy a comprehensive, locally competitive benefits package
Working for a top 5 company in the industry worldwide
Company culture focused on the employee wellbeing
Learning & Development platforms

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.