Role : Service Desk Trainer

Experience : 5 to 8 years

Location : Bangalore, Chennai

Keywords : Service Desk QA & Trainer

Desired Competencies (Technical/Behavioral Competency)

Must-Have
Strong analytical, communication, and presentation skills; exact written documentation
Experience auditing ticket quality, call/chat/email interactions, and KB/article effectiveness
Ability to identify/diagnose issues, categorize/record deviations, and advise on corrective actions
Problem-solving with coaching mindset; collaborate with Lead for upskilling and productivity
Time management; multi-tasking; work with minimum supervision and quick learning skills
Interpersonal and negotiation skills for calibrationand stakeholder consensus Technical and system expertise (networking, active directory, DNS)
Problem-solving and troubleshooting abilities
Time management
Teamwork and collaboration
Identify and diagnose issues and problems
Categorize and record reported queries and provide solutions
Support problem identification
Advise users on appropriate course of action
Monitor issues from start to resolution
Escalate, if needed,



unresolved problems to a higher level of support
Excellent written verbal and presentation skills.
Grooming team members to influence upskilling and productivity.

Valuable-to-Have
Well organized with ability to multi-task and work with minimum supervision with quick learning skills.
Robust interpersonal and negotiation skills. Collaborate with cross-functional teams to identify and resolve technical issues
Designed or operated a QA framework (scorecards, rubrics, sampling plans, calibration sessions)
Experience with LMS, train-the-trainer, onboarding bootcamps, and refresher programs

SN Role descriptions / Expectations from the Role

1

Scorecards, sampling, calibrations, and periodic reporting.

2

Ability to Lead

3

Ability to upskill and track learning progress of team

4

Ability to attend / present weekly, monthly reports to clients

5

Convert QA findings into coaching plans, run bootcamps, refreshers, and certify readiness.

📌 Service Desk Trainer Bengaluru (India)
🏢 Tata Consultancy Services
📍 India