Freelance HDI-Certified Trainer (VILT Program) – 1-Day Training Delivery Job Title Senior Freelance HDI-Certified Trainer – IT Service Desk & Soft Skills Training (VILT) Location Remote (United States) Job Type Contract / Freelance Overview We are seeking a highly experienced HDI-certified trainer to deliver a 1-day Virtual Instructor-Led Training (VILT) program for IT support professionals. The ideal candidate will have extensive expertise in HDI Support Center Analyst (HDI-SCA) concepts, IT service management, customer support operations, technical troubleshooting, and professional soft skills development. This role requires a dynamic facilitator who can effectively blend technical service desk knowledge with customer service excellence, communication skills, emotional intelligence, and workplace professionalism to create an engaging and impactful learning experience. 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. Training Details - Delivery Mode: Virtual Instructor-Led Training (VILT) - Duration: 1 Day - Audience: Service Desk Analysts, Help Desk Analysts, Technical Support Representatives, Customer Support Professionals - Location: Remote (U.S.-based trainer preferred) - Training Materials: Provided or trainer-supplied based on engagement requirements Compensation Competitive per hour rate commensurate with experience, certifications, and training expertise. Application Requirements Please submit: - Updated Resume/CV - HDI Certification Details - Summary of VILT Delivery Experience - Details of Soft Skills and Customer Service Training Experience - List of Relevant ITSM/HDI Programs Delivered - Proposed Daily Training Rate - Availability for Upcoming trainings .
Job Type: Contract
Pay: Up to $100.00 per hour
Work Location: Remote
