Training Coordinator

1 week ago

New York, United States Zones LLC. Full time

**Company Overview**:
When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones - First Choice for IT.TM

**Position Overview**:
***

As a Training Coordinator, you will be primarily responsible for the initial training of our new hire Service Desk Analysts. Training of analyst takes approximately 2-3 weeks with class sizes of 1-potentially 15-20.

***

**What you’ll do as the Training Coordinator**:
***
- The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
- Maintaining and creating training content in our environment
- Delivering training content for a consistent customer/end-user experience
- Answering trainee questions, or routing to the right person, during training period
- Administering Knowledge Checks to assess trainee retainment and understanding of material and content
- Tracking trainee performance, attendance and milestones over the training period
- Coordinating with the Process Analyst responsible for Shadowing to ensure smooth transition to the second stage in training as well as checking in on progress.
- Coordinating with the training leadership team about any necessary changes, modifications and general progress.
- Provide coaching and interventions during the training period
- Assist the Staffing Manager and Team Lead with any outstanding new hire customer onboarding needs and documentation.
- Setting new hires up with their tools and system configurations.

**What you will bring to the team**:

- High School Diploma or GED equivalent required
- Minimum of 1 year in a leadership or supervisory role.
- Strong Communication skills, both written and spoken
- Ability to work in a fast-paced environment
- Ability to manage one’s own work and team’s work
- Passionate about delivering the ultimate customer experience
- Demonstrated professionalism in resolving customer issues
- Success at working in a team environment where a customer obsessive culture is paramount
- Demonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutions
- Demonstrated ability to think on your feet and take a methodical approach to troubleshooting.
- Commitment to meet and exceed individual and team KPIS
- Prior experience training/coaching employees in a professional work environment
- Prior experience in a service desk or in-bound call center environment.
- Knowledge of Service Now (ITSM)
- ITIL Certification a plus

***

**#LI-TO1**

***

**Zones offers a comprehensive Benefits package**

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.

At Zones, work is more than a job -with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

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