service desk trainer

Edubridge Learning; Bengaluru; On-site; INR 550,000 - 800,000; Full time

Job summary

Edubridge Learning in Bangalore (Jayanagar) seeks a dynamic Service Desk Trainer to deliver and continuously enhance training programs for IT support professionals. The ideal candidate will have strong ITIL practices, deep service desk workflow knowledge, and solid hardware, networking, and OS troubleshooting skills.

The role involves onboarding learners, conducting regular training on troubleshooting, ticket handling, and escalation protocols, and creating materials.

Qualifications

• Bachelor's degree in CS/IT or related field.
• Minimum 3 years in IT service desk/technical support.
• 1+ years delivering technical training.
• Familiar with ServiceNow, Jira Service Desk, Zendesk.
• Excellent communication, facilitation, and interpersonal skills.
• Training needs analysis, instructional design, and adult learning principles.
• Proficiency with MS Office, LMS platforms, and virtual training tools (MS Teams, Zoom).
• Experience with hardware, software, and network troubleshooting.

Responsibilities

• Deliver training programs for learners enrolling for service desk associate and IT support staff training (L1/L2).
• Conduct onboarding training covering tools, processes, ticketing systems, and communication best practices.
• Facilitate recurring training sessions on troubleshooting techniques, customer service skills, incident & escalation handling.
• Evaluate training effectiveness through assessments, 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 learning solutions.
• Stay updated with ITIL best practices and support tools (ServiceNow, Remedy, Freshservice) and update content accordingly.
• Support knowledge base documentation process.

Skills

Communication

Facilitation

Interpersonal skills

Training needs analysis

Instructional design

Adult learning

Education

Bachelor's degree in Computer Science/Information Technology

Tools

ServiceNow

Jira Service Desk

Zendesk

MS Teams

Zoom

LMS platforms

Job description

Job Role: Trainer- Service Desk Operations

Job Location: Bangalore (Jayanagar)

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 environment 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 new 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:

• Bachelors 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, Cisco AnyConnect, office applications, SCCMetc.