Service Desk Trainer

Smart Source; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Smart Source Hyderabad is seeking a seasoned Service Desk Trainer to deliver and enhance training programs for IT support professionals. The role demands ITIL knowledge, strong troubleshooting demos, and ability to train across channels including in-person, phone, chat, and email.

You will conduct onboarding, create materials, evaluate training effectiveness, and collaborate with operations to fill skill gaps.

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, Cisco AnyConnect, office applications, SCCM

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 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.

Skills

IT Service Desk

Technical Training

Communication

Facilitation

Interpersonal skills

Adult learning principles

MS Office

MS Teams / Zoom

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

Jira Service Desk

Zendesk

Cisco AnyConnect

Citrix

Remedy

SCCM

Job description

Job Role: Trainer- Service Desk Operations
Job Location: Hyderabad -Dilshukh Nagar
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, in-
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.
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 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