Trainer - Service Desk Operation (Part Time)

Job Role: Trainer: Service Desk Operations

Job Location: Pune

Job Type: Full-Time

Reporting to: Centre 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 channels-including in-person, phone, chat, and email-with prior exposure to a BPO or customer service environment being highly desirable.

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.