Global Service Desk Trainer

Trainer – Global Service Desk(Technical & Soft Skills)

Job Title: Trainer – Global Service Desk

Role Overview

We are seeking a passionate and dynamic Trainer with a minimum of 1 year of experience in delivering technical and soft skills training, who is enthusiastic about community service. The Trainer will be responsible for conducting instructor-led sessions, facilitating self-paced learning, and ensuring the successful training journey of the beneficiaries enrolled in our programs.

Key Responsibilities

Training Delivery

• Conduct Instructor-Led Training (ILT) sessions at the center and/or employees office/Project location
• Deliver online training sessions and webinars
• Ensure completion of self-paced learning by learners
• Integrate AI and digital tools during sessions
• Maintain interactive and engaging learning environments

Student Engagement & Monitoring

• Conduct follow-ups with beneficiaries to ensure learning continuity
• Monitor student progress, attendance, and batch performance
• Ensure batch documentation as per QMS and system requirements

Centre & Outreach Support

• Support mobilization by reaching out to alumni and employers
• Be open to travel and flexible working hours, including weekends

Required Qualifications & Skills

Technical Skills & Tools

• IT Service Desk Essentials: SLAs, metrics, ticketing tools, L1-L2 roles
• MS Office 365, MS Teams, Skype
• Email & Communication Etiquette
• ITIL V4 Core Concepts
• Operating System Troubleshooting
• Professionalism & Business Etiquette
• Verbal and Written Communication Skills
• Mock Call Practices (Call Flow, Structuring, Role Play)
• Resume Building and Interview Preparation
• Cultural Awareness and Customer Handling
• Time Management and Goal Setting
• Indianism & Language Refinement
• General Knowledge (History, Geography, Cultural Insights)
• AI Tools for Process Management: Chatbots, Auto-ticket Routing, Copilot

Soft Skills Modules

• Communication Skills (verbal, non-verbal, email etiquette, reporting language)
• Workplace Etiquette & Teamwork
• Presentation & Data Storytelling
• Critical Thinking & Problem Solving
• Career Readiness (resume writing, LinkedIn, mock interviews)

Essential

• Graduate in any discipline
• Minimum 1 year of training experience in technical and/or soft skills
• Excellent communication skills and fluency in English
• Good knowledge of IT fundamentals, MS Office, AI tools for office productivity and service desk
• Comfortable with online teaching platforms and hybrid training models
• Passion to train and contribute to community development
• Willingness to work on weekends and travel as needed

Preferred

• Experience working in NGO/CSR skill development programs
• Exposure to ITIL, Helpdesk tools, CRM, or ticketing systems
• Familiarity with youth skilling and livelihood initiatives

Job Type: Full-time

Pay: ₹31,000.00 - ₹32,000.00 per month

Benefits:

• Provident Fund

Work Location: In person