GSD ( Global Service Desk) Trainer

Field

Details

Job Title

Global Service Desk (GSD) Trainer

Region

Pune, Maharashtra

Office Location

As per project requirement

Travelling Required

Yes

Experience Required

Minimum 1 year of experience in IT training, technical support, service desk, or communication training

Roles & Responsibilities

· Deliver Global Service Desk training as per NIIT Foundation's curriculum and training methodology.

· Conduct sessions on IT service desk fundamentals, customer support, troubleshooting, and ticket management.

· Prepare lesson plans and training material as per defined guidelines.

· Deliver engaging and practical classroom sessions through activities, demonstrations, and role plays.

· Train students on professional communication, email etiquette, and customer handling.

· Conduct practical exercises on incident management, problem management, and service request handling.

· Track student attendance, performance, and participation.

· Counsel students on employability, career development, and placement readiness.

· Maintain student progress records and update internal MIS/Encore.

· Support student mobilization and community outreach activities.

· Support placement activities and post-placement tracking.

· Document and share student success stories.

Data Management

· Maintain training, attendance, assessment, and student performance records.

· Update training MIS/Encore regularly.

· Share weekly and monthly training progress reports.

· Report daily training activities and student performance.

· Maintain assessment and certification records.

Skills Required

· Good knowledge of IT Service Desk / Help Desk operations.

· Understanding of basic IT troubleshooting and ticketing processes. Excellent communication and interpersonal skills.

· Good command of English, Hindi, and/or local language.

· Strong presentation and classroom management skills.

· Customer service-oriented and problem-solving approach.

· Comfortable with practical demonstrations and role plays.

· Ability to manage diverse learner profiles.

Qualification

· Graduate from a recognized institution.

· IT/Computer-related qualification or certification preferred.

· Strong spoken and written English.

· Comfortable working in classroom and field environments.

· Student-centric, confident, and motivating personality.