Trainer - Service Desk Operation (Part Time)

Greythr; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Greythr is seeking a dynamic Service Desk Trainer to deliver and enhance IT support training programs in Pune. The role focuses on ITIL practices, service desk workflows, and live troubleshooting techniques.

You will train across channels (in-person, phone, chat, email) and contribute to content development, with a preference for candidates from BPO or customer service backgrounds.

Qualifications

• Bachelor's degree in CS/IT or related field.
• Minimum 3 years in IT Service Desk or Technical Support.
• 1+ year experience delivering technical training in IT support or call center.
• Familiar with ticketing systems: ServiceNow, Jira Service Desk, Zendesk.
• Excellent communication, facilitation, and interpersonal skills.
• Experience with training needs analysis, instructional design, and adult learning.
• Proficient with MS Office, LMS platforms, and virtual training tools (MS Teams, Zoom).
• Experience handling software installation requests (Antivirus, Citrix, Cisco AnyConnect, SCCM).

Skills

Communication skills

Training delivery

ITIL knowledge

Live troubleshooting

Facilitation

Adult learning

Education

Bachelor's degree in Computer Science/Information Technology

Tools

ServiceNow

Jira Service Desk

Zendesk

MS Teams

Zoom

LMS platforms

Job description

Trainer - Service Desk Operation (Part Time)

Job ID - EB-1332

Job Role: Trainer: Service Desk Operations

Job Location: Pune

Job Type: Full-Time

Reporting to: Centre 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 channels—including in-person, phone, chat, and email, with prior exposure to a BPO or customer service environment being highly desirable.

Required Skills & 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... etc

Additional Qualifications:

• Certified Technical Trainer (CTT+) or other instructional design certification.
• Experience using Learning Management Systems (LMS) for content delivery and reporting.
• Exposure to global support models (24x7 support, multi-language teams, etc.).
• Knowledge of remote/hybrid workforce support challenges and training approaches.