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For your reference, we have included the original job posting below.
Customer Technical Training Senior Analyst
Job Number:
26971547
Company Name:
Dell
Job Location:
Bratislava, SK
Job Category:
Information Technology
Customer Technical Training Senior Analyst
Title: Customer Technical Training Senior Analyst Location: SVK-Bratislava This position will be a mix of technical training as well as new account onboarding support for the Service Desk in the EMEA region. The position will be involved with delivering new hire, vitality training as well as managing the quality initiatives for the Service desk teams. During new account onboarding this position will be responsible for the training due dilligence, KB creation and delivery of training and support on Assumption of Service.
Responsible for ensuring SLA commitments towards FCR, L 1 Resolution, C-Sat & AHT are consistently met by addressing knowledge & performance gaps with strategic training initiatives.
Ensure successful transition of new process/application releases by handling customer eslcations, providing additional documentation/ Knowledge Articles and individual coaching to the technicians
Drive Knowledge Base initiatives around utilization, identify gaps in process knowledge and create KB articles to address the same.
Work with the PMO and Customer IT teams to develop documentation and deliver training to launch new process/queues at the site.
Establish ROI (Return on Investment) Targets for all training & coaching activities.
Consult with the Operations team to analyze weekly operational performance metrics, to diagnose vitaliy training needs.
Understand & Implement the Quality & Audit Processes that need to be supported by Dell Service desk
Work with the operations team to schedule and implement training initiatives for New hires.
Report to Stakeholders on a weekly/monthly basis on Training Progress, needs, solutions etc.
Liaise with other Global Service Desk Trainers to optimize training contents and find the best person to deliver standardised training interventions to Dell standards and best practices
Build Pre and Post test to monitor Improvement, provide follow up coaching if required. Certifications- MSCE, DCSE, ITIL, A Expert Level Client Hardware Skills – (Dell Hardware in particular) Excellant Language & Communication Skills Ability to Design & Document work processes Ability to analyze site performance data and diagnose skill/knowledge gaps Ability to consult and work with the PMO, Client IT Support Teams and other stakeholders Ability to impact technical knowledge, in an enthusiastic and motivational manner to technicians with a variety of skill levels and experience Excellent Project Management skills Strong interpersonal skills, including listening skills Excellent Presentation delivery and evaluation skills
In compliance with the Slovak Act No. 428/2002 Coll. on Protection of Personal Data as amended, I hereby provide for a sworn declaration that the company Dell s.r.o., with its registered office at Fazulova 7, 811 07 Bratislava, has been consented to use, process and archive my personal data stated in the CV (title, name, surname, date of birth, address, telephone number, educational and professional background) for the purpose of being included in a list of applicants for vacant positions within Dell s.r.o., until my further written notice.
I have been informed that the company Dell s.r.o. shall process my personal data only upon my voluntary approval and that during such processing I dispose rights pursuant to the Act 428/2002 Coll. on Protection of Personal Data as amended.
