Job Role: Trainer - Service Desk Operations Job Location: dilsukhnagar,hyderabad Reporting to: Training Excellence Manager No of working days: - 6 days salary: - 60k to 65k Contact via WhatsApp: - (phone hidden) About the Role: We are seeking a dynamic and experienced Service Desk Trainer to deliver and continuously enhance training - 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. environment being highly desirable. Key Responsibilities: - Deliver training programs for learners 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 contribute to the knowledge base documentation process. 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, 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. Regards Neha (phone hidden) Pay: ₹60,000.00 - ₹65,000.00 per month Work Location: In person

📌 Service Desk Trainer (Dilsukhnagar)
🏢 Mr solution
📍 Dilsukhnagar