Dutch-Speaking Steady State Training Instructor

What success looks like in this role:

You will play a key role in delivering high-quality training and ensuring excellent service performance within the Service Desk environment. This role blends training delivery, quality assurance, and continuous improvement, making it ideal for someone who enjoys helping others grow while driving operational excellence.

Training Delivery & Development

• Deliver established training programs using proven methods and materials to small groups, teams, or organizations with evolving needs.
• Develop and deliver training on topics such as product installation, maintenance, operations, upgrades, desktop tools, applications, and enterprise initiatives.
• Adapt training content to meet specific client requirements and support onboarding and adoption.
• Own the training effort for new tools, technologies, and products.
• Deliver training both face-to-face and virtually, adjusting in real time to participant needs.
• Provide constructive feedback to learners to help them build and refine skills.
• Support senior trainers with more complex instructor-led or virtual training sessions.
• Maintain version control of training materials and suggest improvements to enhance training programs.
• Seek out new and effective training techniques and lead enhancements to existing programs.

Quality Assurance & Coaching

• Monitor Service Desk agent interactions and related tickets to ensure quality standards are met.
• Provide timely and effective coaching to agents to improve performance.
• Prepare quality reports, indicators, and business presentations (WBR/MBR).
• Conduct calibration sessions with agents and staff to align on call guidelines and quality metrics.
• Participate actively in quality initiatives and team objectives.
• Recommend updates to Knowledge Articles and suggest process improvements.
• Collaborate closely with Knowledge, Training, Quality, and Operations teams to drive results.
• Engage in client-facing activities when required.

Continuous Improvement & Leadership Support

• Use assessment results and feedback to improve training methods and delivery.
• Advise leadership on improvement opportunities and provide recommendations.
• Accept and apply feedback to continuously improve your own training delivery and coaching style.
• Demonstrate awareness of industry best practices in Training & Quality Assurance and leverage relevant technologies to maintain high standards.

You will be successful in this role if you have:

• Strong understanding of IT Service Desk L1 processes: you should know how Level 1 support works end-to-end
• Experience with MIS and analytics, including reporting, trend analysis, and interpreting data to identify patterns
• Good knowledge of Service Desk tools and applications: familiarity with common platforms used in support environments
• Ability to create and update reports, and confidently analyze the data behind them
• Skilled in handling escalations, ensuring issues are resolved, and stakeholders stay informed
• Self-driven and resourceful mindset: someone who takes ownership and proactively solves problems
• Growth mindset: curious, eager to learn, and open to improving how things are done
• Proficiency in Power BI, Excel, PowerPoint, and Word: comfortable working with reporting and presentation tools
• Hands-on experience with ServiceNow and Genesys, or similar Service Desk platforms
• Knowledge of Speech/Text Analytics, Auto Assist, and Sentiment Analysis: understanding how these tools support quality and performance
• Ability to work effectively with global teams: collaborating across regions and functions

What do we offer?

• Hybrid working is supported
• Monthly gross 44.200 HUF cafeteria - regardless of your weekly working hours
• Home office allowance
• Private Health Insurance Generali Premium Package provided for all Unisys associates after 6 months of tenure
• Last and foremost, a great team, as well as a lot of learning and training opportunities

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Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here.