Xerox Service Desk Trainer - English Speaker in Lisbon, Portugal
Xerox Corporation is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them.
We understand what is at the heart of work – and all of the forms it can take.
We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.
Why work for Xerox?
As we evolve our business, we want you to evolve with us. We will not only provide you with the development and support you need to succeed, but a suite of learning platforms and opportunities to help you get to where you want to go. We will encourage you to develop your skills and aspirations in a Best Place to Work in Portugal that values work life balance and personal development.
To train and develop the skills, knowledge and behaviours required for identified job roles, through a variety of learning activities, in order to support business performance improvement.
SCOPE OF ROLE
Delivery of learning activities, potentially across different locations (GCC and in-country operations). The job holder is targeted to spend 75% of their time on learning & development delivery activities (including face to face, virtual classroom, coaching, forum moderation and assessments).
Internal relationships include GCC East teams, MPS Client Delivery Teams.
External relationships include Customers, and Client IT Helpdesks.
Deliver face to face and virtual classroom training, by creating a positive learning environment ensuring that all delegates receive appropriate motivation, direction, coaching and feedback to achieve learning objectives.
Provide agreed additional coaching, forum moderation or assessment to enable the transfer of learning into performance improvement, in line with the contracted learning plan.
Create training material, including systems manuals, posters, handouts, newsletters and application support model documents.
Plan and prepare for an effective, organised and well-structured training programme so as to maximise the learning opportunity and achieve objectives.
Maintain, update and prepare course equipment and facilities, in order to run courses effectively.
Arrange training invites and record delegate’s course completion in their Learning@Xerox profile.
Maintain the Service Excellence Training Calendar and ensure all trainings are visible in SharePoint.
Post event activity: encourage all delegates to complete evaluation surveys. To support the interpretation of the evaluation results and proactively use the findings to influence self and course improvements.
Early Life Support: to follow up on new starters training by supporting them and perform quality checks to ensure readiness for go live. Identify any knowledge gaps and arrange refresh sessions and improve training.
Provide input and feedback on learning activities to the L&D Developer in order to influence the design and delivery of the content based on delivery experience.
Develop expertise to take responsibility to build and extend their relevant industry, product, competitive and IT expertise to provide effective training delivery.
Work in partnership with, as required, other Learning and Development team members and external partners.
Participate in defined projects to support GCC.
Collaborate with management to identify training needs.
A-Level Education / Leaving Certificate or equivalent.
ITIL v3 Foundations Certificate desirable.
Recognised training qualification desirable
High level of fluency in English.
Relevant experience/knowledge in training area of business group or experience in a learning & development delivery environment.
Relevant technical/professional certification as required for specific roles
Desire and motivation to educate others.
Flexibility to deliver training in other locations or countries.
Competent PC applications literacy and Web skills to support virtual and collaborative environments e.g. participated in web forums.
Consistent history of reaching/exceeding quality check results/targets.
Demonstrated history of taking initiative in projects/strong independent working skills.
Very strong communication skills, both written and spoken.
Skills & Knowledge:
Outgoing and able to coach & communicate, with both excellent spoken and written communication skills.
Awareness of Industry Best Practices (e.g., ITIL)
Adaptability to focus on urgent issues/prioritization skills.
Able to organize own workload.
Excellent listening skills.
Able to work under pressure and deal positively with difficult situations.
Aptitude for understanding and solving problems.
Able to work as part of a team.
Able to convey sensitivity and a positive approach to both customers’ and colleagues’ needs.
Positive mental attitude.
Experience with Microsoft Office applications.
Excellent attendance and punctuality record.
Committed approach to team work.
Able to maintain and project a helpful and courteous attitude in any circumstances.
Resilient under pressure and adaptable to unforeseen work demands.
Self-motivated to learn new skills to progress within the organization.
Show skills as a self-starter and self-organizer. Commitment towards taking initiative, being proactive and contribute with a positive attitude on the floor as well as in desk meetings and team meetings.
Title: Service Desk Trainer - English Speaker
Requisition ID: 19004462
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.