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Service Desk Trainer
| Company | Peraton |
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| Location | Dulles, VA, USA |
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| Salary | $80000 – $128000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- U.S. Citizenship and an active SECRET Government Security Clearance.
- Two or more years’ experience delivering training in a classroom.
- Experience using Microsoft PowerPoint to create and deliver training material.
- Experience using Microsoft Excel, including creating multi-functional spreadsheets.
- Attention to detail and able to identify trends.
- Ability to work independently and take initiative to do what is needed to achieve quality performance goals.
- Strong written and verbal communication skills, and comfortable speaking in groups and/or client meetings.
- Able to adapt periodically to a flexible schedule to train across various shifts.
Responsibilities
- Become fluent in Service Desk Incident Management processes so that you can create training materials and modules that meet client expectations.
- Work with the Tier 1 analysts to reinforce the training content and quality compliance.
- Develop and continuously enhance training modules using a variety of training methods and strategies.
- Conduct training sessions and develop criteria for evaluating the effectiveness of training activities.
- Create training schedules, maintain records of training activities, document participant progress, and monitor post-training performance for effectiveness.
- Collaborate with government colleagues in the CA training organization.
- Ensure compliance with all government policies, procedures, and timelines for ticket quality (impact assessment, escalation, and resolution).
- Drive process improvement by working with the Service Desk Manager and Quality Assurance team to identify performance deficiencies, trends, and other areas of opportunity.
- Conduct quarterly reviews of Service Desk-related standard operating procedures and knowledge base content, and work with the Knowledge Manager to address inconsistencies.
- Represent training and/or quality areas during client discussions.
- Deliver onsite training to new hires and provide coaching to all team members.
- Support one or multiple work queues over various Tier groups to perform quality checks.
Preferred Qualifications
- Experience in ServiceNow Incident Management.
- ITILv3 or ITILv4 Foundation Certification.
- Experience using Remedy or ServiceNow CRM.
- Experience supporting the Department of State IT environment.
