Company Description:


Westbourne IT Global Services is a transglobal organisation currently with Delivery Centres in Cork, Auckland, and Foster City. Our business strategy is to significantly grow and expand our business over the next 2 - 3 years through a combination of organic growth and acquisitions. Our core differentiator is our ability to deliver scalable and world class 24*7 technical helpdesks. Our target market is a combination of Fortune 500 clients and high growth companies in the pharma, life sciences and IOT/manufacturing sectors. We have built our established reputation with an impressive list of long standing clients because of our unique culture. This culture places innovation, problem solving, people engagement and trust at the heart of our company. Our mission is to be a global leader in innovative IT customer support solutions that meet and exceed our business partner’s requirements.


Role Objectives:


This is a dedicated client role for one of Westbourne’s key major accounts. The scope of the role includes both induction/on-boarding and continuous development. The primary focus of this role is on service desk level training for on-boarding, UAQ, mis-routed queue engineer and senior engineer. Training within Westbourne is business outcome focused. This means that we measure and evaluate the effectiveness of training and its direct contribution to client and company objectives. The scope of training includes:


  •  Westbourne and Client specific induction
  • ITIL foundation and service management best practices
  • Service management soft skills including communications skills and rapport
  • Application specific training
  • Systems and tools training
  • Process and procedure training
  • Compliance training (e.g. GxP)


Duties & Responsibilities:


The primary duty is to design, deliver and evaluate effective training interventions to enable the achievement of company objectives in a timely, effective and cost-efficient manner


Training Design and Creation


Collation and scoping of business requirements

Transition of business requirements into training course and interventions

Planning and logistics management (e.g. booking rooms, scheduling people, preparing materials and set up of client IT training environments)

Ensure that the learning environment and resources support learner needs;


Training Delivery


Delivery of training in multi intervention styles and approaches

Engagement with key stakeholders (SDM, TL’s etc) to gain agreement and buy-in

Dynamic change to approach based on learning and feedback

Agreed reporting on training effectiveness

Management accountability for the induction and early life mentoring of new starters which includes the active review of live tickets

Deliver training programmes in formal (e.g. a classroom), informal (e.g. floor-walking) or online (e.g. e-learning and webinar), settings and workshops;

Support and coach learners using learning technologies to deliver skills;


Training Evaluation, Assessment and Continuous Improvement

Design and implementation of feedback of training programs

Continuous improvement of the overall training curriculum for both Gilead and Westbourne modules

Weekly meetings to report the new employee status to their line Team Lead with a QA representative



Integration with other support functions

Close collaboration with all support functions (client and Westbourne) for example: analytics, quality and knowledge

Effective interface with TL’s to ensure on going coaching and agent performance improvement


Knowledge, Experience and Skills:

  • Fluency in written and verbal English
  • Train the Trainer course
  • Experience with eLearning or Blended Learning system or/and LMS platforms would be an advantage
  • HRD Experience
  • Ability to foster learning and innovation
  •  Previous IT Enterprise Service Desk experience required in a multilingual and cultural environment
  • Corporate training or formal education experience
  • Willingness to work to flexible shift patterns and time zones
  • Able to meet deadlines and working under pressure
  • Strong relationship building & influencing skills in a cross-functional multi-stakeholder environment
  • Results-oriented with a proactive approach to resolving problem
  • Able to transform information into a learning experience

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