Trainer - Service Desk Operations _Chennai, Hyderaba, Bangalore, Kolkata, Bhuvaneswar, Kochi, Mumbai, Gurgaon (PAN INDIA)

Trainer – Service Desk Operations

Location: EduBridge Learning Center (travel to nearby colleges as required)

Mode: In Person (6 days working with fixed Sunday, as per batch schedule)                         Reporting to: Training Excellence Manager

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.

The trainer 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.

Key Responsibilities:

• Deliver training programs for learners enrolling in service desk associate and IT support staff training programs (L1 and L2 levels).
• Conduct onboarding training for new learners covering tools, processes, ticketing systems, and communication best practices.
• Facilitate recurring training sessions on 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 knowledge base documentation.

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum 3 years of experience in IT Service Desk or Technical Support roles.
• At least 1 year 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 software installation requests and related issues (Anti-virus, Citrix, Cisco AnyConnect, Office applications, SCCM, etc.).

Additional Qualifications (Preferred):

• 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.