GSD ( Global Service Desk) Trainer

Job Summary

Job Title: Global Service Desk (GSD) Trainer

Region: Pune, Maharashtra

Office Location: As per project requirement

Travelling Required: Yes

Experience Required: Minimum 1 year of experience in IT training, technical support, service desk, or communication training

Responsibilities

• Deliver Global Service Desk training as per NIIT Foundations curriculum and training methodology.
• Conduct sessions on IT service desk fundamentals, customer support, troubleshooting, and ticket management.
• Prepare lesson plans and training material as per defined guidelines.
• Deliver engaging and practical classroom sessions through activities, demonstrations, and role plays.
• Train students on professional communication, email etiquette, and customer handling.
• Conduct practical exercises on incident management, problem management, and service request handling.
• Track student attendance, performance, and participation.
• Counsel students on employability, career development, and placement readiness.
• Maintain student progress records and update internal MIS/Encore.
• Support student mobilization and community outreach activities.
• Support placement activities and post-placement tracking.
• Document and share student success stories.

Data Management

• Maintain training, attendance, assessment, and student performance records.
• Update training MIS/Encore regularly.
• Share weekly and monthly training progress reports.
• Report daily training activities and student performance.
• Maintain assessment and certification records.

Skills

• IT Service Desk operations
• IT troubleshooting
• ticketing processes
• presentation skills
• classroom management
• customer service
• problem-solving
• English
• Hindi

Qualifications

• Graduate from a recognized institution.
• IT/Computer-related qualification or certification preferred.
• Strong spoken and written English.
• Comfortable working in classroom and field environments.
• Student-centric, confident, and motivating personality.

Job Type

Full time

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