Knowledge Trainer

Job Description

Your responsibilities will include:

• Overall responsibility for the successful delivery of services, working to agreed SLAs
• Liaise closely with key contacts to ensure excellent relations are established and maintained within your area of responsibility, both within Capgemini and client contacts
• Act as a point of escalation for operational issues escalated by Team Leaders and Capgemini service contacts
• Provide consistency across teams in the delivery of services ensuring Capgemini processes and procedures are implemented and adhered to
• Ensure that the services provided by the teams are continually revised, improved and evolved to meet new delivery methods, practices and business requirements
• Manage available resource levels and seek to improve utilisation whilst maintaining staff morale
• Provide a well-structured and open working environment in which Team Leaders are service focused, motivated and feel encouraged to take on new challenges, improve service delivery and develop their skills
• Conduct effective staff management of Team Leaders to ensure their development needs are met
• Be aware of the commercial arrangements for invoicing clients
• Communicate regularly and effectively with staff working on the respective client services to ensure they are kept informed of, and encouraged to be involved

Skills Required

• People Management skills
• Ability to liaise with Client and Senior Management representatives in a confident manner
• Excellent communication skills, both written and verbal.
• Good IT knowledge.
• Organizational skills, accuracy and ability to work to tight deadlines
• Attention to detail, production of accurate data/reports
• Ability to work under pressure
• Ability to multitask and take on additional roles as and when required
• Ability to accept and introduce change positively

Job Description - Grade Specific

Provides the IT support to customers regarding technical issues related to everyday usage of a computer. A more senior Service Desk Analyst, who analyzes and resolves most common enquiries and is able to resolve some more complex issues. They will cooperate with IT specialist team todeal with the most complex issues. They will drive continuous improvement and may also be Team Leads within the Service Desk organization.