Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

POSITION TITLE: Global Service Desk Training Specialist     DEPARTMENT: Team Member Technology Xperience

CLASSIFICATION: Contractor DATE: April 7, 2025

Position Purpose

The Service Desk Training Specialist will be responsible for developing, preparing, delivering, and facilitating the range of training programs at the Service Desk Center Level; involved in measuring and evaluating the training programs conducted; provide coaching and feedback to trainees; initiate, design, and implement training interventions. The Service Desk Training Specialist will also identify appropriate training solutions to address the knowledge and skill gaps of newly-hired and existing Service Desk Agents thereby leading to performance improvement of the account and lines of business

Shifts may include quarterly rotating times that may include early mornings, evenings, nights, and/or weekends.

Duties and Responsibilities

Facilitates New-Hire, cross-skill, and upskill classes

Provides coaching and feedback to trainees on performance-related opportunities

Designs training programs and develops or oversee the production of training handouts, instructional materials, assessments and manuals

Interact with other Subject Matter Experts to collaborate on design initiatives, when appropriate

Assesses training effectiveness and efficiency to ensure incorporation of taught skills and techniques into employees work behavior

Administers Training Needs Analysis (TNA) to identify performance gaps and formulate training solutions to address the needs of the GSD.

Works with the stakeholders and conduct the necessary research to draft instructor and participant training material

Prepares and submits training reports in a timely manner

Issues appropriate disciplinary actions to trainers/trainees in accordance to the company guidelines

Accomplishes other tasks and projects assigned by the Service Desk Management Team

Knowledge, Experience, Skills and Behaviors

Competencies:

Experience in Training and Development in a Contact Center/ Call Center  level

Experience in designing instructional strategies, designing instructional materials and evaluating results of specific improvement courses or programs

Ability to follow all company policies and procedures, as well as internal departmental procedures. 

Ability to work in a team driven environment yet be able to work independently to complete daily expectations. 

Must have good organizational skills, good interpersonal communication skills (written and oral) and be detail oriented. 

Ability to make accurate, independent decisions based on data provided. 

Willingness to take ownership for owned work. 

Must be flexible and customer focused. 

Ability to multitask in a fast-paced environment. 

Possess a positive attitude. 

Ability to follow through and meet deadlines consistently. 

Ability to understand the financial impact of decisions made and balance them with customer satisfaction.

Ability to multi-task and prioritize work

Qualifications:

Bachelor’s Degree - (I.T. Related Degree is a plus)

Certification or strong knowledge on any Instructional Design Framework such as the ADDIE Model, Bloom’s Taxonomy and Kirkpatrick’s Levels of Evaluation

Certified in Instructional Design and Development and conducting Training Needs Analysis

Physical Requirements and Working Conditions

Physical Requirements: Those required in a typical office environment including sitting most of the time, finger dexterity for computer and paperwork, talking to convey detailed or important instructions, average hearing for normal conversations, and average visual acuity.  Lifting and maneuvering of supplies, materials, or equipment weighing up to 50 pounds.

Working Conditions:  No hazardous or significantly unpleasant conditions. 

Travel Requirements: Up to 10%  

In accordance with The Magna Carta for Persons with Disability, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the associate or others or which impose undue hardships on the organization.  This job description is not intended to fully and completely describe all duties of the position.  The incumbent will be required to complete other duties not specifically described herein as required by their supervisor.

 

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.