Service Desk Trainer

Job Role: Trainer- Service Desk Operations
Job Location: Hyderabad -Dilshukh Nagar
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, 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
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 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.
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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.
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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:
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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.
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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