Service Desk Operations Trainer

2 weeks ago

Hyderabad, Telangana, India Multibhasi Solutions Private Limited Full time

Job Role: Trainer- Service Desk Operations

Job Location: Hyderabad

Job Type: Full-Time

Reporting to: In office (6 days working with fixed Sunday)

Shift: Day

Note: Candidate should be comfortable to travel as we generally have trainings at our centres or the colleges that we are tied up with

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:

  • BPO Experience (preferred)

  • 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

If you're passionate about training and have a technical background, we'd love to hear from you Apply now with your resume and a brief introduction outlining your experience and qualifications.

Job Type: Full-time

Work Location: In person

Job Type: Full-time

Pay: ₹700, ₹800,000.00 per year

Work Location: In person

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