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.