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Job Details
Profession Globe

Service Desk Trainer in Gauteng


This job was posted by Belay Rapid Resources
This job listing has been viewed 3093 times
Company Name ***Please register your free account or log in to view***
Skill Level N/A
Country South Africa
City Gauteng
Suburb Midrand
Remuneration R 300 000.00 - R 340 000.00
Remuneration Structure Per Annum
Employment Type Full-Time
Contact Details ***Please register your free account or log in to view***
Job Description Position Description
• To consult with DSS business to identify human performance issues and design and deliver relevant training interventions to bring about the necessary human behavioural changes required to reach the goals of the business function
Position Requirements
Description of responsibilities:
Operational result management
• Makes business opportunity recommendations
• To strategically evaluate operational efficiencies and translate improvement areas into the necessary human behaviour components which can be addressed with training interventions
• To drive the development and implementation of the annual Service desk training strategy and align this to Service desk business plan and adjust if necessary
• To align training efforts with L&D procedures where possible.
• To create and implement a standard training request and implementation approach to ensure the correct prioritising of and standardisation of training initiatives and processes for optimal results
• To effectively manage training logistics nationally.
• To identify the barriers to implementing skills acquired in training interventions and consult with Service Desk management about the impact and plans to remove such barriers
• To manage business relationships regarding training efficiency.
• To make recommendations and design systems and methods to optimize the delivering of training service to the Service desk target audience.
• To create training solutions that complements analyzed skills gaps that will help the business to reach its functional goals.
• To provide relevant training interventions within the specified/approved budget.

Relationship Management
• Liaises with service desk team leaders in order to ensure alignment and to improve escalated operational issues

Ad Hoc Tasks
• Assist with process and system training when required
• Contributes actively towards new business proposals / organic growth opportunities
• Participate in client visits to Service Desk
• Training Calender alignment with operations
• Compiling of training material

Qualifications and experience required:
• Grade 12
• ITIL Foundation V3
• Experience in creating and delivering training, ideally in the corporate environment in technical and soft skill topics
• Creating practical training for the corporate environment
• Applying classroom facilitation skills effectively
• Applying adult learning principles/ methodologies
• Translating business performance goals into human behaviour competencies

• Excellent understanding and knowledge with at least 3-5 year of an Operational Outsource environment
• Solid understanding of Customer Services principles
• Excellent understanding of the Service Desk management principles, best practises and tools
• Understanding market and industry trends of the Service Desk environment
• Experience of SLAs/OLAs and the interpretation thereof
• Solid understanding of ITIL methodology
• Knowledge of T-System corporate tools (i.e. IDU, Service Centre, Tivoli, Avaya)

• Good communication Skills: Verbal, Writing, Presentation - especially in the English language
• Good relationship; analytical and problem solving skills
• Good Data analysis skills
• Expert knowledge of continuous improvement techniques
• Good level of technical understanding of service components and technology utilised
• Good working knowledge of Microsoft Office software tools
• Good understanding of process, procedures and work instructions
• Good presentation skills
• Project management skills
• Decision making skills: make decisions and understand implications
• Excellent attention to detail

Personal Attributes:
• Delivering Results and Meeting Customer Expectations
• Deciding and Initiating Action
• Coping with Pressures and Setbacks
• Planning and Organising
• Analysing
• Formulating Strategies and Concepts
• Learning and Researching
• Relating and Networking
• Persuading and Influencing
• Presenting and Communicating Information

CV Application Process:
• Only South African Citizens can apply for this position.
• Please e-mail CV in MS Word format to millicinda@belay.co.za
• Please ONLY submit CV and NOT any additional documents.
Please quote reference in email subject line: Service Desk Trainer

Please take note that the correspondence will be with short-listed candidates only. Should you not receive a response from us within 2 weeks from the application date, please consider your application unsuccessful. We will retain your Resume in our database for other suitable opportunities.