Trainer – Service Desk Operations

About the Role

We are looking for an experienced and motivated Service Desk Trainer to design, deliver, and continuously enhance training programs for aspiring IT Support professionals. The ideal candidate will have strong expertise in ITIL frameworks, service desk operations, and hands-on technical knowledge of hardware, networking, and operating systems.

This role requires the ability to demonstrate live troubleshooting, effectively communicate across multiple support channels, and mentor learners for real-world IT support environments. Prior experience in a BPO or customer service setup will be an added advantage.

Key Responsibilities

• Deliver end-to-end training programs for Service Desk Associate and IT Support roles (L1 & L2).
• Conduct onboarding sessions covering tools, processes, ticketing systems, and communication standards.
• Facilitate ongoing training on incident management, request handling, troubleshooting methodologies, customer service skills, and escalation procedures.
• Assess training effectiveness using tests, feedback, and performance metrics.
• Develop, update, and maintain training materials such as manuals, presentations, simulations, job aids, and e-learning content.
• Collaborate with Operations, QA, and Team Leads to identify skill gaps and implement targeted training interventions.
• Stay updated with ITIL best practices and service desk tools such as ServiceNow, Remedy, Freshservice, and others, updating training content as required.
• Support continuous improvement initiatives and contribute to knowledge base and documentation efforts.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• Minimum 3 years of experience in IT Service Desk or Technical Support roles.
• At least 1 year of experience in delivering technical or service desk training, preferably in an IT support or call center environment.
• Hands-on experience with ticketing tools such as ServiceNow, Jira Service Desk, Zendesk, etc.
• Strong verbal and written communication, presentation, and facilitation skills.
• Knowledge of training needs analysis, instructional design, and adult learning principles.
• Proficiency in MS Office, LMS platforms, and virtual training tools such as MS Teams and Zoom.
• Good hands-on experience with software installations and issue resolution, including Antivirus, Citrix, Cisco AnyConnect, Office applications, SCCM, and related tools.

Preferred / Additional Qualifications

• Certified Technical Trainer (CTT+) or equivalent instructional design certification.
• Experience working with Learning Management Systems (LMS) for content delivery and reporting.
• Exposure to global support environments (24x7 operations, multi-language support teams).
• Understanding of remote and hybrid workforce support models and related training methodologies.