Helpdesk Quality & Training Analyst
Req ID: 287974
NTT DATA Services 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
- thinking organization, apply now.
We are currently seeking a Helpdesk Quality & Training Analyst to join our team in Bucharest, București (RO-B), Romania (RO).
Service Desk Trainer & Quality Coach-German (hybrid)
EMEA – Romania & Morocco
Competitive Salary & Benefits
Role Overview
The Service Desk Trainer & Quality Coach is responsible for the development and delivery of technical training courses to external clients. Interacts with client and functional organizations to identify content and works on the architecture, definition, facilitation and implementation of quality processes and standards in alignment with business objectives by adopting best practices from industry standards / models. Drives continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve client satisfaction. Builds and promotes a
- oriented culture in the organization, through innovative quality infrastructure, communications, awareness programs and training 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
- up teaching andpresentation skills, visual and audio equipment and courseware resources to deliver the training.
Role Responsibilities
- Coaches, motivates and guides team members.
- Provides input into goal setting and provides performance feedback; however, does not conduct performance reviews or responsible for direct supervision.
- Ensures team is meeting or exceeding contractual and service level obligations to customers.
- Responsible for customer satisfaction through effective handling of customer problems and queries.
- Ensures proper escalation procedures are followed.
- Contributes to own team/closely related teams by ensuring quality and accuracy of team output.
- May provide weekly feedback on coaching and training events that took place during the week and how the team is progressing.
- Design and edits basic
- learning, virtual, blended and classroom curriculum. - Delivers course materials within a strict yet ever changing timeline set by the business units.
Key Skills
- Knowledgeable Phone, request and Email based technical Auditing
- 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.
- Demonstrates 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.
- ITIL V4 knowledge & Comp
TIA A+ is a plus. - Fluency in English language, German and/or French is a plus.
Benefits
Our people are the most critical component of our
- 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 Services
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
-
- cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’
- term success. Visit nttdata.com or Linked
In 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.
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