Trainer- Service Desk Operations
3 days ago
Job Role: Trainer
- Service Desk Operations
Job Location: Noida (2 each in Chennai, Thane, Bangalore, Hyderabad, Gurgaon, Noida and Kolkata)
**Job Type**: Full-Time
Reporting to: In office (6 days working with fixed Sunday)
Shift: Day
Job Summary:
We're seeking an experienced Technical Trainer to design and deliver comprehensive training programs for our IT Service Desk team. As a key member of our Learning and Development team, you'll play a vital role in equipping our Service Desk Associates and IT Support staff with the skills and knowledge they need to excel in their roles.
Key Responsibilities:
- Training Delivery: Design, develop, and deliver engaging training programs on IT support tools, processes, and best practices, including ServiceNow, incident management, and customer service.
- Onboarding Training: Conduct comprehensive onboarding training for new learners, covering tools, processes, ticketing systems, and communication best practices.
- Recurring Training Sessions: Facilitate regular training sessions on topics like troubleshooting techniques, customer service skills, incident & request handling, and escalation protocols.
- Evaluation and Feedback: Assess training effectiveness through assessments, feedback surveys, and performance metrics, identifying skill gaps and areas for improvement.
- Content Development: Create and maintain training materials, including manuals, e-learning content, job aids, and simulations.
**Requirements**:
- Education: Bachelor's degree in Computer Science, Information Technology, or related field.
- Experience: 3+ years of experience in IT Service Desk or Technical Support roles, with 1+ year of experience in delivering technical training.
- Technical Skills: Familiarity with ticketing systems like ServiceNow, Jira Service Desk, Zendesk, etc.
- Soft Skills: Excellent communication, facilitation, and interpersonal skills.
Preferred Qualifications:
- Certifications: Certified Technical Trainer (CTT+) or other instructional design certifications.
- LMS Experience: Experience with Learning Management Systems (LMS) for content delivery and reporting.
- Global Support Exposure: Exposure to global support models and multi-language teams.
What We Offer:
- Competitive salary and benefits package
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
Pay: ₹780,000.00 - ₹800,000.00 per year
Work Location: In person
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