Senior Technical Process Lead at Infosys Limited in Richardson, Texas

Job Description:

Technical Trainer - Service Desk CoE
Senior Technical Process Lead
Remote - Anywhere in the USJob Description: Infosys is seeking a skilled and dedicated Technical Trainer for Service Desk/Technical Support CoE (Center of Excellence) will be coordinating with multiple Service Desk/ Technical Support engagements to conduct foundation technical training, gather Technical Needs Identifiers (TNI's) and periodic workshop requirements on ITIL & Technical Foundation Training on a regular basis for Americas & LATAM regions. The Service Desk CoE Technical Trainer also focuses on alignment of Service Desk processes and/or practices, conduct requirement gathering from engagements & implements best practices by incorporating ITIL standards with an aim to increase business success and productivity.Required skills:

• 6 years of overall work experience. 2-3 years of experience in working in Service Desk/Technical Support environment. Relevant experience in conducting Service Desk/Technical formal classroom training/ITIL training will be an added advantage


• 2-3 years of conducting technical trainings in Service Desk or Tech product support environment.


• Strong understanding of training and coaching methodology, processes, learning theories and inter-personal/group dynamics to deliver programs effectively


• Think on one's feet and adapt learning facilitation flow according to the trainees' WINs (Wants, Interests and Needs)


• Ability to translate Service Desk Business requirements into training/coaching action plans


• Hands on experience in creating Training Manuals, and Knowledge Articles


• Customer Interaction - Escalation Management


• Excellent verbal and written business communication skills in English, Spanish are a must


• Fluency in Portuguese at a professional business communications level is nice-to -have.

Responsibilities:

• Participate in regular meetings with various Service Desk engagement SPOC's/COH on a regular basis to gather training requirements (monthly/quarterly/ Ad-hoc basis)


• Prepare training plans based on the requirements, co-ordinate with the learning council & publish details of the workshops on learning calendar


• Conduct Classroom/Virtual workshops on the following topics for various target audience on a regular basis (monthly/quarterly/ Ad-hoc basis)


• Service Desk Basics training - based on ITIL(V3)


• Technical Foundation Technical Training - OS, Networking, Hardware, Messaging (Outlook, O365, OneDrive, SharePoint, Teams etc)


• New Market Product Training - Ex: Microsoft Intune, Office 365, Bit locker etc.


• Publish Training completion & status report on the Learning Hub/Lex platform to grant credits for the participants


• Maintain a repository of training completion status, attendance & scores of individuals for audit purposes


• Create new training documents/presentations & update existing documents on a requirement basis


• Create new courses/update existing courses on Lex platform on requirement basis


• 
  Qualifications Basic:


• High School Diploma or GED equivalent


• At least 6 years of relevant work experience

Qualifications Preferred:

• ITIL certified preferred, must be ITIL trained (ITILv3 or v4)


• Hands on experience on ITSM tools - e.g. SNOW, Remedy, CISM


• Advance knowledge of troubleshooting desktop & laptops, printers, Installation & Hardware issues


• Intermediate knowledge of Networking, IP addressing, Proxy Servers & VPN


• Advance knowledge of troubleshooting OS, Browsers, Office suites (incl. Office 365, SharePoint, OneDrive for Business, Outlook, Teams), VPN troubleshooting


• Basic Operating System knowledge (Apple and Windows Vista,7,8, 10), remote management tools (MSRA, MSRDC, LogMeIn, Bomgar etc)


• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions, Active Directory & Network Drives


• Knowledge of various mobile devices (Apple, Android, Windows, Microsoft Intune)


• Working knowledge of Application support environmentNote: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.COVID-19 Considerations:
  Vaccination required.
  Masks are required to enter the office. Extra screening, sanitation and disinfecting procedures are in place.Work location:
  This role is remote - can work from Anywhere in US and will require travel across the Americas and LATAM.

About Us
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 35 delivery centers in 14 countries spread across 5 continents, with 53,515 employees from 125 nationalities, as of June, 2022.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.
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