Service Desk Trainer

Atos; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading technology firm in Birmingham is looking for a Service Desk Trainer. This role involves developing and delivering training programs for a new support service desk team, ensuring that employees are well-equipped to provide outstanding customer service. The ideal candidate will have demonstrable skills in MS Office, excellent communication abilities, and experience in training and development. This position emphasizes a commitment to building customer relationships and meeting their needs through effective training.

Benefits

25 days annual paid leave

Private medical scheme membership

Pension contributions up to 10%

Flex benefits programme

Courses and certifications opportunities

Qualifications

• Proven ability to anticipate and identify training needs.
• Ability to develop effective training materials for Service Desk operations.
• Experience managing training effectiveness and course evaluations.

Responsibilities

• Identify training needs within areas of responsibility.
• Manage training effectiveness by conducting evaluations.
• Deliver induction, technical, product, and customer service training.

Skills

Demonstrable skills in MS Office

Excellent communication skills

Knowledge of training and development best practices

Demonstrable leadership experience

Excellent research and problem-solving skills

Ability to work under pressure

Education

No specific education required

Tools

MS Office Suite

Job description

About Atos Group

Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. € 10 billion, operating in 67 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonised future and provides tailored AI-powered, end‑to‑end solutions for all industries. Atos is a SE (Societas Europaea) and listed on Euronext Paris.

The Opportunity

Atos are investing in our future by investing in yours. We have recently announced our intentions to provide services to many of our customers through a UK‑based delivery capability, offering long‑term careers within the communities of Birmingham from where we operate and will grow our business over the next decade.

The first stage of this investment is to build a new Level 1 Support Service Desk team and we are seeking to appoint a new Service Desk Trainer to ensure we maintain and deliver outstanding levels of service to our customers, and continually develop our people. As the footprint of our new centralised delivery grows, opportunities for your own development will be mirrored as we bring more clients and services on board.

Our Support Services

The UK Service Desks are responsible for the delivery of high quality First line, Second line and Third line support services to our clients, using refined processes, tools and techniques. As part of this function, the UK Service Desk Trainer focuses on the design, implementation, measurement and management of the Service Desk Training, utilising tools effectively ensuring that stated business requirements for the Service Desk are consistently met to assist in achieving all associated SLAs.

• Full understanding of the Service Desk’s requirements of both the customer and Atos and ensure that relevant training materials and programmes are designed to ensure the Service Desk operation’s agents are best equipped to provide a ‘best in class’ experience for our customers.
• Take proactive measures to improve the Service Desk training and associated outputs from this support are implemented.

The main purpose of the UK Service Desk Trainer is to fully support all aspects of the UKSD training and associated materials, offering effective solutions to issues raised and to proactively seek alternate resolutions and implement them to still meet customer requirements.

Responsibilities

• Anticipating and identifying training and development needs within areas of responsibility
• Responding to ad‑hoc training requests
• Validating training and signing off competence
• Managing the effectiveness of training
• Developing bespoke training interventions based on individual, team and operational needs
• Supporting business related projects
• Delivering induction, technical, product and customer service training programmes
• Analysis of the UKSD training requirements
• Course bookings and scheduling
• Evaluations
• Contributing to service improvements within the operation
• The role is UK‑wide so may require occasional UK‑wide travel to client locations.

Skills and Competencies

• Demonstrable skills in MS Office (Word, Excel, PowerPoint and Access)
• Excellent communication, listening and interpersonal skills
• Knowledge of training and development best practice, including recognised external benchmarks
• Demonstrable leadership experience and group dynamic skills
• Previous experience working with and supporting the development of apprentices
• Excellent research and problem‑solving skills
• Ability to work under pressure
• Methodical and disciplined approach to work, with an ability to organise and prioritise work effectively and work under pressure unsupervised
• Self‑motivation team player with the drive for excellence
• Ability to develop close working relationships with customers and understand their business processes and operating environments
• Ability to contribute to the definition and structuring of projects.
• Good understanding of technical structure of the Service Desk and tools used.

Mandatory Behavioural

Client Focus (Peeling the Onion)

Commit to building excellent, long‑term relationships with customers, based on a full understanding of their needs and dedication to meeting expectations.

• Knowing customer needs
• Commitment to customer needs
• Building customer relationships
• Creating customer value
• Acts in the best interest of the customer
• Identifies the customer's actual needs and is dedicated to satisfying those needs
• Takes every customer complaint, problem or desire seriously and attempts to take appropriate action
• Takes initiative to source relevant information regarding trends and ‘best‑in‑class’ practices

Team Work (Two and Two together)

Working together by involving others in goals and plans, sharing knowledge, taking a positive role in teambuilding and seeking opportunities for cross‑functional working and collaboration.

• Facilitating teamwork
• Being a team player
• Creating successful teams
• Contributes to effective communication and cooperation in a fixed and stable team
• Demonstrates an active interest in the viewpoints of all team members
• Shares relevant information with team members
• Considers the interest of the group, placing the common goal above own goal
• Cooperates effectively with both customers and internal team members

Flexibility (Dare to be Different)

Adopt a flexible approach. Revising plans and decisions in the light of new information and changing circumstances, dealing positively with organisational change.

• Being flexible
• Managing change
• Openness to new ideas and solutions
• Works effectively in situations which are uncertain or ambiguous
• Can easily change focus from one task to another within own area of responsibility
• Responds quickly to changing priorities within own area of responsibility

Creativity (Yes if, not no because)

Identify effective solutions through selecting the best combination of existing practices and innovative approaches or ideas.

• Identifying solutions
• Attempts to identify the underlying causes of problems
• Attempts to identify the full range of potential solutions
• Ability to separate high priority issues from side‑issues
• Ability to weigh up the advantages and disadvantages of alternative solutions
• Has an open mind towards new ideas and new ways of problem solving

Training and Development

• Atos Induction – Mandatory training courses
• Atos University which has a wide range of courses and learning possibilities relevant to the UKSD
• Security Awareness
• Health, Safety & Environment training (Display Screen Equipment, Environmental Awareness, Fire Safety, Office Safety, Working from home)
• Potential to undertake ITIL and other professional qualifications

Rewards and Benefits

• 25 days annual paid leave
• Private medical scheme membership
• Pension contributions up to 10%
• Flex benefits programme
• Courses and certifications opportunities

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. As a Disability Confident employer, we encourage applications from all applicants, especially differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to make reasonable adjustments to the application and assessment process to accommodate your needs.

We are also a care leaver‑friendly employer. If you require additional support with your application, please contact our recruiter or send an email to our dedicated mailbox: UK‑Recruitment‑[e-mail].