Job Description : Job Function :
Job Function :
To develop training material from documentation including but not limited to policy and procedure, induction, soft skills and toolset manuals.
To deliver training to staff at the Service Desk.
Job Requirements : Responsibilities :
Execute formal training to Service Desk staff including toolsets, internal and external policy and procedure, soft skills training.
Develop and manage training schedules, curriculum and assessment.
Deliver classroom-based training.
Work with Service Desk Supervisors / Team Leads and User Experience Supervisor to develop and maintain training materials and SoPs
Conduct Bi-Annual Assessments of all service desk staff
Identify Training Gaps and work with Teams Leads and Supervisors to develop a schedule
Take the lead on training for any new application or system that is rolled out
Participate in evaluating performance through a variety of assessment tools and facilitate on- going feedback methods.
Actively Participate in the monitoring and quality feedback
Provide reports on the success of training and trends and maintain effective and efficient record keeping.
Administration and co-ordination of staff examination records.
Manage new hire readiness till go live
Manage and adjudicate recruitment assessments
Ensure training environments are function before conducting any training
Feedback on results of any assessments that are conducted
Involvement in projects and improvement initiatives
Attending briefings and presentations on new products, campaigns and launches and communicating back to staff.
Perform any other work-related tasks as required
Adhering to company processes and procedures.
Maintain a professional image at all times.
Work effectively as part of a team and seek to support the team’s goals.
Continuous broadening own technical, functional, and industry skill base.
Building good relationships with customers.
Perform related administration duties
Education Required :
Experience Required :
Service Desk Management Experience Advantageous
Service Desk Environment or Call centre Experience >
2 years Essential
Working Experience 2-3 Years Essential
Microsoft Windows 5 - 8 Years Essential
Supervisory Experience 3-5 years advantageous
4 years Essential
Proven track Record of training
Essential Competencies :
Job Related Knowledge Required Essential / Desirable
Service quality orientated Essential
Process and procedure driven Essential
Job Related Experience Required Essential
Microsoft Office Essential
Excellent telephone manner Essential
Ability to follow instructions Essential
Team player Essential
Job Related Skills Required Rating
Troubleshooting skills Essential
Technical skills in Active directory user administration, and Microsoft Office packages Essential
Analytical skills root cause analysis Essential
Computer literacy skills Essential
Time management skills Essential
Effective stress management skills Essential
Communication skills (oral and written) Essential
Building Customer Loyalty
Building strategic working relationships
Contributing to team success
Technical / Professional knowledge and Skills
Advantageous Competencies :
Btech : Information Technology, National Diploma in any IT related area
Additional Requirements :
Please note that the appointment will be made from the designated group, in line with the Employment Equity Act, as well as the Company’s Employment Equity Plan.
Additional Comments : The candidate must be able to work against deadlines and communicate effectively. We are looking for a self-
starter who is passionate about development and coding. Someone who loves investigating and learning new methods and technologies for getting the job done