service desk trainer

Job Role: Trainer- Service Desk Operations

Job Location: Bangalore (Jayanagar)

Job Type: Full-Time

Reporting to: Training Excellence Manager

Mode: In office (6 days working with fixed Sunday)

Shift: Day

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, indepth 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 channelsincluding in-person, phone, chat, and emailwith prior exposure to a BPO or customer service environment being highly desirable.

Key Responsibilities:

• Deliver training programs for learners (Students) 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:

• Bachelors 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, SCCMetc.