Service Desk Trainer

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Job Role: Trainer- Service Desk Operations

Job Location: Noida

male and female candidates required

Reporting to: Training Excellence Manager

No of working days:-6 days

salary:-60k to 65k

Contact via WhatsApp:-9266110089

About the Role:

We are seeking a dynamic and experienced Service Desk Trainer to deliver and continuously enhance training

programs for aspiring IT support professionals. The ideal candidate will have a strong grasp of ITIL practices, in-

depth knowledge of service desk workflows, and a solid foundation in computer hardware, networking, and

operating systems. They should be capable of identifying and resolving hardware, software, and network-related

issues, and confidently demonstrate live troubleshooting techniques as part of the training.

The candidate must also possess excellent communication and customer handling skills across multiple

channels—including in-person, phone, chat, and email—with prior exposure to a BPO or customer service

environment being highly desirable.

Key Responsibilities:

• Deliver training programs for learners enrolling for service desk associate and IT support staff training

program (L1 and L2 levels).

• Conduct onboarding training for new learners covering tools, processes, ticketing systems, and

communication best practices.

• Facilitate recurring training sessions on topics such as troubleshooting techniques, customer service

skills, incident & request handling, and escalation protocols.

• Evaluate training effectiveness through assessments, feedback surveys, and performance metrics.
• Create and maintain training materials including manuals, e-learning content, job aids, and simulations.
• Collaborate with team leads, QA, and operations managers to identify skill gaps and implement targeted

learning solutions.

• Stay updated with ITIL best practices and support tools (e.g., ServiceNow, Remedy, Freshservice) and

update training content accordingly (if required).

• Support continuous improvement initiatives and contribute to the knowledge base documentation

process.

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum 3 years of experience in IT Service Desk or Technical Support roles.
• 1+ years of experience in delivering technical training, preferably in an IT support or call center

environment.

• Familiarity with ticketing systems such as ServiceNow, Jira Service Desk, Zendesk, etc.
• Excellent communication, facilitation, and interpersonal skills.
• Experience with training needs analysis, instructional design, and adult learning principles.
• Proficiency with MS Office, LMS platforms, and virtual training tools (e.g., MS Teams, Zoom).
• Good experience in handling all the software Installation request and issues related – Anti Virus, Citrix,

Cisco AnyConnect, office applications, SCCM…etc

Additional Qualifications:

• Certified Technical Trainer (CTT+) or other instructional design certification.
• Experience using Learning Management Systems (LMS) for content delivery and reporting.
• Exposure to global support models (24x7 support, multi-language teams, etc.).
• Knowledge of remote/hybrid workforce support challenges and training approaches.

Regards

Neha

9266110089

Job Type: Full-time

Pay: ₹60,000.00 - ₹65,000.00 per month

Work Location: In person