Service Desk Trainer

Tata Consultancy Services; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Tata Consultancy Services is seeking a QA/Support professional in Bengaluru, India, to audit ticket quality, analyze channel interactions, and improve KB/article effectiveness. The role emphasizes diagnosing issues, calibrating with stakeholders, and coaching teams to raise productivity.

The ideal candidate will excel in documentation, multitasking, and collaboration with cross-functional teams to deliver consistent service quality. Strong networking and AD/DNS knowledge is a plus.

Qualifications

• Strong analytical, communication, and presentation skills; precise written documentation.
• Experience auditing ticket quality, call/chat/email interactions, and KB/article effectiveness.
• Ability to identify/diagnose issues, categorize/record deviations, and advise on corrective actions.
• Problem-solving with coaching mindset; collaborate with Lead for upskilling and productivity.
• Time management; multi-tasking; work with minimum supervision and quick learning skills.
• Interpersonal and negotiation skills for calibration and stakeholder consensus Technical and system expertise (networking, active directory, DNS).
• Problem-solving and troubleshooting abilities.
• Time management.
• Teamwork and collaboration.
• Identify and diagnose issues and problems.

Skills

Analytical skills

Communication

Presentation

Documentation

Ticket auditing

Omnichannel support

KB effectiveness

Issue diagnosis

Deviation recording

Corrective actions

Problem-solving

Coaching mindset

Upskilling

Collaboration

Time management

Multi-tasking

Self-learning

Interpersonal skills

Negotiation

Stakeholder management

Networking

Active Directory

DNS

Troubleshooting

Teamwork

Issue identification

Job description

• Strong analytical, communication, and presentation skills; precise written documentation
• Experience auditing ticket quality, call/chat/email interactions, and KB/article effectiveness
• Ability to identify/diagnose issues, categorize/record deviations, and advise on corrective actions
• Problem-solving with coaching mindset; collaborate with Lead for upskilling and productivity
• Time management; multi-tasking; work with minimum supervision and quick learning skills
• Interpersonal and negotiation skills for calibration and stakeholder consensus Technical and system expertise (networking, active directory, DNS)
• Problem-solving and troubleshooting abilities
• Time management
• Teamwork and collaboration
• Identify and diagnose issues and problems

Good to have:

• Well organized with ability to multi-task and work with minimum supervision with quick learning skills.
• Strong interpersonal and negotiation skills. Collaborate with cross-functional teams to identify and resolve technical issues
• Designed or operated a QA framework (scorecards, rubrics, sampling plans, calibration sessions)
• Experience with LMS, train-the-trainer, onboarding bootcamps, and refresher programs