Training Coordinator with German

Training Coordinator with GermanMiejsce pracy: OpoleTechnologies we useOperating system

• Windows

About the project

The Technical Trainer is responsible for improving the technical and customer service skills of Service Desk staff. This includes designing and delivering training programs, maintaining up-to-date training materials, and ensuring agents are proficient in IT tools like ServiceNow. The role involves analyzing performance data, integrating feedback, and adjusting training plans to meet changing business needs. The trainer works closely with team leads and subject matter experts to ensure training is effective and aligned with current technologies and processes.

Your responsibilities

• Design and deliver technical training programs tailored to Service Desk needs.
• Collaborate with SMEs and Team Leads to update training plans and materials.
• Conduct sessions on IT support, customer service, and tools like ServiceNow.
• Analyze performance data and CSAT results to improve training effectiveness.
• Integrate feedback and new services into ongoing training initiatives.

Our requirements

• Devise technical training programs according to organizational requirements
• Work with Team Leads and SMEs to build new and update training plans for all agents.
• Deliver training sessions covering technical skills related to IT support, incident management, problem resolution, and customer service
• Provide guidance on effective communication, customer interaction, and service desk best practices
• Develop, Tweak and Maintain training procedure manuals, training content and guides, and course materials.
• Perform data analysis and reporting for issue and agent performance trends.
• Review Customer Satisfaction results and implement changes to Training.
• Deliver high-quality training plan for Service Desk
• Maintain and integrate training plan based on new services provided by Service Desk
• Accept feedback from the Quality Analyst team and build it into a training plan.
• Determine overall effectiveness of programs and make improvements
• Collate the training results and documentation of the same to present to the senior management weekly/monthly.
• Conduct training on IT tools, systems, and applications used by the Service Desk
• Ensure that service desk personnel are proficient in using relevant IT service management (Service Now) tools
• Work closely with subject matter experts to stay informed about changes in technology, tools, and processes.

What we offer

• Practical benefits: private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and 40+ options on our NAIS benefit platform, including Netflix, Spotify or Sports Card.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home thanks to HO package (including laptop, monitor, and chair). Ask your recruiter about the details.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings.
• Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance
• no dress code
• parking space for employees
• extra social benefits
• redeployment package
• employee referral program
• charity initiatives
• access to courses e.g. Excel, VBA, RPA, Customer Care
• unlimited access to Udemy Business
• free chat/call with a therapist

Recruitment stages

• Interview with the recruiter
• Competency Tests/Language Verification
• Video call with a manager
• Final Decision

YOUR ROLE

The Technical Trainer is responsible for improving the technical and customer service skills of Service Desk staff. This includes designing and delivering training programs, maintaining up-to-date training materials, and ensuring agents are proficient in IT tools like ServiceNow. The role involves analyzing performance data, integrating feedback, and adjusting training plans to meet changing business needs. The trainer works closely with team leads and subject matter experts to ensure training is effective and aligned with current technologies and processes.

Capgemini Polska

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members globally in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.

I agree to the processing of personal data provided in this document for realising the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).

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