Empleos actuales relacionados con Service Desk Trainer - WorkFromHome - Auxis
-
IT Service Desk Manager
hace 4 días
WorkFromHome, Colombia Zonar Systems A tiempo completoThis is a hybrid position - onsite 3x/week Zonar Systems, a leading technology firm headquartered in Seattle, WA, is seeking an experienced and bilingual Service Desk Manager to join our growing LATAM IT Operations team in Cali, Colombia. This role will oversee daily IT service delivery across both our U.S. and LATAM operations, managing local staff and...
-
Analista de Automatización Service Desk IA/ML
hace 1 semana
WorkFromHome, Colombia Unisys A tiempo completoUna empresa de tecnología global busca un Analista de Automatización en Bogotá. Se enfocará en liderar las operaciones de automatización del Service Desk, garantizando resolución efectiva de incidentes en un entorno TI complejo. El candidato ideal debe tener entre 5 y 8 años de experiencia en roles de Service Desk, dominio de herramientas como...
-
Hybrid IT Service Desk Manager – Bilingual
hace 4 días
WorkFromHome, Colombia Zonar Systems A tiempo completoA leading technology firm is seeking an experienced bilingual Service Desk Manager for their LATAM IT Operations in Cali, Colombia. This hybrid role involves overseeing IT support, managing a Service Desk Technician, and collaborating with MSPs. The candidate should have 2+ years of experience in a similar role, a strong technical background, and be fluent...
-
Remote IT Service Desk Analyst
hace 4 días
WorkFromHome, Colombia dLocal A tiempo completoA leading fintech company based in Colombia is looking for a Service Desk Analyst. This role involves troubleshooting technical issues, managing user accounts, and collaborating effectively with teams to enhance IT efficiency. Candidates should have solid experience in IT Service Desk roles and a strong grasp of operating systems including Windows, Linux,...
-
Service Desk Analyst
hace 2 semanas
WorkFromHome, Colombia Auxis LLC A tiempo completoJob Summary The Service Desk Analyst (L1) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service. In this senior role, the analyst will be expected to handle multiple accounts, applying their expertise gained over time. Responsibilities include promptly addressing incoming calls,...
-
IT Service Desk Specialist
hace 4 horas
WorkFromHome, Colombia Jobgether A tiempo completoOverview This position is posted by Jobgether on behalf of a partner company. We are currently looking for an IT Service Desk Specialist in Latin America . As an IT Service Desk Specialist, you will be at the frontline of supporting end-users and ensuring seamless IT operations for remote teams. Your role will involve troubleshooting hardware, software, and...
-
Remote IT Service Desk Analyst
hace 2 días
WorkFromHome, Colombia Maxana A tiempo completoA leading tech company is looking for a motivated Service Desk Analyst to provide high-quality technical support remotely. You’ll handle IT incidents and service requests, ensuring timely resolution and documentation. The ideal candidate will have at least 1 year of customer service experience, preferably in IT support, and hands-on knowledge of Microsoft...
-
Service Desk Analyst
hace 2 días
WorkFromHome, Colombia Maxana A tiempo completoWe are hiring Service Desk Analysts to support a Microsoft‑based enterprise environment with a strong focus on Azure Virtual Desktop (AVD) . This role supports a range of responsibilities typically associated with L1–L3 service desk environments, with actual scope aligned to individual experience and team needs. This is a hands‑on, supporting end users...
-
Help Desk Team Lead REMOTE
hace 4 días
WorkFromHome, Colombia Quetzalintl A tiempo completoIT Service Delivery Team Lead - Bilingual English/Spanish - Remote in Colombia We are seeking an experienced and highly skilled IT Service Delivery Lead to oversee and optimize our Help Desk operations. The ideal candidate will have a strong background in IT service management, help desk operations, and service delivery best practices. This role will be...
-
IT Service Desk Analyst
hace 2 días
WorkFromHome, Colombia Maxana A tiempo completoOverview Maxana is seeking a motivated Service Desk Analyst to deliver high-quality technical support and ensure smooth IT operations across our industry leading client's organization. Working closely with internal teams and end-users, you’ll handle incidents and service requests from start to finish—resolving, documenting, and escalating as needed to...
Service Desk Trainer
hace 3 semanas
Join to apply for the Service Desk Trainer & Quality Analyst role at Auxis . 5 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Job Summary The Service Desk Trainer & Quality Control professional will be responsible for the two main areas within the Center of Excellence: Quality Control and the Training Process. This individual will be responsible for evaluating, creating, and preparing all training needs such as New Employee Training, refresher sessions to improve employee performance, employee feedback, training strategies, and analyzing training effectiveness. Additionally, they will ensure information accuracy and quality delivery by monitoring phone calls, chats, and emails, and are expected to recommend improvements to policies and procedures. They will also be responsible for objectively monitoring, scoring, and coaching agents according to Service Desk quality standards and expectations. This role requires accurate data recording, data analysis, identifying trends, training gaps, call drivers, and effectively communicating findings to Operations. Responsibilities Trainer Responsibilities Welcome new employees during HR onboarding. Facilitate training programs for new employees and support all ongoing training initiatives. Ensure participants absorb the knowledge presented. Assess employees with a test after each training session or client review. Track and evaluate new employees during the initial training period. Clarify any questions participants have about SD policies and procedures, client material, troubleshooting, or Auxis policies and procedures. Track and report statistics of new employees: test scores, call/ticket quality, and any other requested metrics. Create performance reports for each training session (absences, tardiness, scores, issues, behaviors). Support existing employees and center staff through ongoing training initiatives. Analyze and assess the center’s training needs to develop, modify, or improve existing training programs, materials, and curricula. Maintain an updated knowledge base with all training materials for analysts’ access. Work actively with the client and management team to ensure effective implementation and communication of all training strategies and initiatives. Participate in new campaign transitions. Create and deliver a positive, engaging, rewarding, and respectful classroom training environment. Support Operations with any necessary tasks. Foster an environment that supports employee retention. Deliver onboarding programs for New Leaders. Contribute to and lead the creation of E-Learning databases (material repository, reports, and tests). Provide any training required by the Manager or CSM (e.g., SysAid). Comply with and adhere to Auxis operational processes and security policies. Attend all scheduled operational and project (ad‑hoc) meetings as needed. Quality Analyst Responsibilities Determine Contact Center quality standards by reviewing incoming and outgoing calls, chats, and emails. Verify results by assessing skills such as script usage, technical knowledge, service capability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous call closure. Provide feedback to Service Desk Analysts after monitoring calls. Evaluate approaches by rating service representative effectiveness; providing quality scores; identifying training needs; and developing training programs. Lead quality initiatives by ensuring compliance with quality control policies and procedures; developing new models; and implementing changes. Conduct monthly calibrations with Service Desk Leaders. Create Action Plans based on monthly outliers. Actively participate in quality process improvement. Customer Satisfaction Responsibilities Analyze survey results, present data, and identify trends. Review positive and negative results in SysAid and Amazon Connect. Request RCAs (Root Cause Analysis) for negative surveys. Follow up with Team Leaders. Create reports for Power BI. Skills And Experience Adaptability/Flexibility: Ability to understand and appreciate different points of view and adapt quickly and efficiently to diverse circumstances. Commitment to Work Quality: Ability to work with a sense of urgency, make decisions, and achieve company objectives with high performance results. Ethics: Work under moral values, professional conduct, and comply with all organizational policies and procedures. Innovation and Creativity: Ability to think of new and different solutions to problems or situations that arise in the role. People Management: Ability to manage a group of trainees, delegate tasks, provide learning and development opportunities. Training: Ability to train others in knowledge and skills. Quality and Continuous Improvement: Optimize resources (people, materials, processes, etc.) and add value to operations through innovative ideas or solutions. Influence and Negotiation: Ability to persuade others using strong and honest arguments to achieve mutually beneficial outcomes. Effective Communication: Ability to listen, understand others, and convey clear, timely information to achieve organizational objectives while keeping communication channels open. Collaboration: Ability to support colleagues, supervisors, and analysts, respond to their needs, and resolve problems and inquiries. Analytical Thinking: Ability to understand a situation, identify its components, systematically organize them, determine connections, and prioritize actions. Technical Competencies Technical Competencies section is omitted for brevity, as no detailed items were provided. Academic Qualifications Proficiency in English and Spanish (oral and written C1 or above). Certifications in Continuous Improvement (Scrum, Six Sigma, etc.). High School Diploma. Competence in MS Office products. Intermediate-Advanced knowledge of Excel. Bachelor’s degree in Education, Training, or a related field. Knowledge/training in IT best practices or frameworks such as ITIL is highly desirable. Professional Experience Proficiency in Microsoft Office products, including Word, Outlook, PowerPoint, Project, and Excel. Intermediate technical knowledge. More than 2 years of technical support experience. Proven ability to be self‑motivated, self‑directed, and work independently. Demonstrated ability to manage the full quality cycle. Strong decision‑making and organizational skills. Demonstrated expertise in Adult Education. About Auxis Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization. Benefits Work‑Life Balance & Flexibility Hybrid work model Flexible schedules 40‑hour work week Birthday day off Marriage leave Paid training Internal training and development programs English improvement program Performance recognition program Referral bonus program Motivational and team‑building activities Life insurance with MetLife Health insurance with Colmédica Permanent contract Growth & Development Paid training Internal training and development programs English improvement program Recognition & Rewards Performance recognition program Referral bonus program Motivational and team‑building activities Health & Security Life insurance with MetLife Health insurance with Colmédica Contract Permanent contract Seniority Level Entry level Employment Type Full‑time Job Function Education and Training Industries Outsourcing/Offshoring Referrals increase your chances of interviewing at Auxis by 2x. #J-18808-Ljbffr
