Service Desk Trainer

Interview Mode : Virtual mode

Role : Service Desk Trainer

Experience : 5 to 8 Years

Location : Bangalore, Chennai

Must-Have:

1. Strong analytical, communication, and presentation skills; precise written documentation
2. Experience auditing ticket quality, call/chat/email interactions, and KB/article effectiveness
3. Ability to identify/diagnose issues, categorize/record deviations, and advise on corrective actions
4. Problem-solving with coaching mindset; collaborate with Lead for upskilling and productivity
5. Time management; multi-tasking; work with minimum supervision and quick learning skills
6. Interpersonal and negotiation skills for calibration and stakeholder consensus Technical and system expertise (networking, active directory, DNS)
7. Problem-solving and troubleshooting abilities
8. Time management
9. Teamwork and collaboration
10. Identify and diagnose issues and problems

Good to have:

1. Well organized with ability to multi-task and work with minimum supervision with quick learning skills.
2. Strong interpersonal and negotiation skills. Collaborate with cross-functional teams to identify and resolve technical issues
3. Designed or operated a QA framework (scorecards, rubrics, sampling plans, calibration sessions)
4. Experience with LMS, train-the-trainer, onboarding bootcamps, and refresher programs