Job Role: Trainer- Service Desk Operations

Job Location: Hyderabad (DilshukNagar)

Job Type: Full time

Reporting to: Training Excellence 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, indepth 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 channelsincluding in-person, phone, chat, and emailwith prior exposure to a BPO or customer service workplace being highly desirable.

Key Responsibilities:
Deliver training programs for learners (Students)



enrolling for service desk associate and IT support staff training program (L1 and L2 levels).
Conduct onboarding training for current learners covering tools, processes, ticketing systems, and communication best practices.
Facilitate recurring training sessions on topics such as 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 contribut

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