Key Responsibilities - Deliver a 1-day live virtual instructor-led training (VILT) program. - Facilitate interactive learning sessions, group discussions, role plays, and scenario-based exercises. - Train participants on: - HDI Support Center Analyst (HDI-SCA) concepts - Incident Management - Request Fulfillment - Troubleshooting and Problem-Solving - Customer Service Excellence - Service Management Fundamentals - Support Center Best Practices - Communication Skills - Active Listening Techniques - Emotional Intelligence (EQ) - Empathy and Customer Engagement - Conflict Resolution - Managing Difficult Customers - Professionalism and Workplace Etiquette - Time Management and Stress Management - Cross-Cultural Communication - Incorporate real-world service desk and customer support scenarios. - Maintain high learner engagement in a virtual environment. - Provide participant feedback and recommendations for skill development. Required Qualifications - Current HDI certification (HDI-SCA, HDI-SCTL, HDI Instructor, or equivalent HDI credentials). - Minimum 10 years of professional experience in IT Service Management (ITSM), Service Desk, Help Desk, Technical Support, Customer Support, Learning & Development, or Corporate Training. - Minimum 5 years of experience delivering instructor-led and virtual instructor-led training programs. - Demonstrated expertise in both technical support training and soft skills training. - Strong knowledge of: - IT Service Management (ITSM) - Incident and Request Management - Customer Experience (CX) - Service Desk Operations - Communication and Interpersonal Skills - Emotional Intelligence - Conflict Resolution - Customer Service Best Practices - Adult Learning Principles - Excellent facilitation, presentation, coaching, and classroom management skills. - Proficiency with virtual training platforms such as Zoom, Microsoft Teams, Webex, or similar. Preferred Qualifications - Authorized HDI Instructor certification. - ITIL Foundation or higher certification. - Experience delivering training to enterprise and global audiences. - Background in Learning & Development (L&D), Corporate Training, Customer Experience, or Service Desk Leadership. - Experience designing and customizing training content and participant activities. - Additional certifications in coaching, communication, leadership, customer service, or soft skills development. Ideal Candidate Profile The ideal trainer is a seasoned professional who can confidently teach both the technical and human aspects of service and support. They should be capable of helping participants improve not only their incident management and troubleshooting skills but also their communication, empathy, customer handling, professionalism, and relationship-building capabilities.
Pay: $300.00 - $600.00 per day
Work Location: Remote
