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Fujitsu Lead Service Desk Trainer in Taguig, Philippines

Profile Qualifications

  • Must be of legal age to work

  • Willing to work onsite at BGC, Taguig within a Mid Shift schedule.

  • Effective communicator, presenter and collaborator at all levels

  • 2–5-years experience as Quality analyst in Service desk environment

  • Should have knowledge/experience in Service Desk Operations

  • Experience in Technical /Methodologies Training like ITIL v4 Foundations, Root Cause Analysis etc.

  • Training Certification (Professional or Technical) a plus but not required

  • Work background in technology companies or shared services is highly preferred

Key Skills required and expected:

  • Experience in Service desk environment and operations

  • Lead and conducts training on IT Service Desk Essentials Topics.

  • Lead and create Program(s) to Improve Ticket Handling Quality and Compliance, Identify and Report Broken Processes or Outdated Document(s) and Knowledge-Base,

  • Lead and conduct Regular Quality Assurance (QA) as well as Calibration Session(s) with Service Desk Engineer(s)

  • Monitoring and Evaluation: Perform Weekly QA Audit(s) of Ticket

  • Take ownership of the design of Quality Assurance Programs

  • Ensures that the Knowledgebase is always updated and acts as the Main Point of Contact for support and process updates.

  • Analyze use of knowledge management tools and methods. Ensures that the processes and procedures are consistently being implemented.

  • Create an engaging, open, and collaborative culture within the team.

  • Ability to analyze large amounts of data and draw out meaningful, actionable summaries

  • Proficient or expertise in all MS Office Application specifically PowerPoint and Excel.

  • Should have effective coaching skills

  • Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.

  • Excellent time management skills and ability to work under pressure

  • Continuous commitment to professional development: Actively seek internal and external training and development opportunities to further develop competencies and/or move beyond the scope of the role.

  • Ability to develop productive internal and external relationships to build a reputation as Trainer of FJ PH GDC .

  • Initiative to support account specific and ensure best practices and quality standards are implemented. Develop resolutions to problems of moderate scope and make recommendations to Management. Key Accountabilities:

  • Monitoring calls/ cases to evaluate domain knowledge accuracy and communication ability.

  • Provide regular performance feedback and coaching, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager.

  • Coaching agents and outliers on the floor with respect to domain and communication.

  • Responsible for generating daily, weekly & monthly reports for internal purposes.

  • Ensure the Internal monitoring is in sync with the external scores provided by the clients for the site.

  • Provide weekly QA feedback to supervisors to help them analyze the trends with the team.

  • Calibrate cases internally with the team to ensure minimum difference in the ratings.

  • Conduct regular huddles with the various teams/ training batches to share client expectations and trends observed.

  • Performance data analysis for the team and chalking out improvement plans and executing the same, for bottom quartile.

  • Liaise with the customer counterparts, for any/all KT’s that happen.

  • RCA on Fatal Errors and provide inputs for further training needs.

  • Suggest Quality improvement plan.

  • Refresher training on process, ticket documentation mandates, customer handling and communication skills.

  • Focus on ensuring that technical skills are always updated for new support services

  • Knowledge on Joiners, Movers, Leavers

Requisition ID : 14028