Global Service Desk

Job Overview

Job Description

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

Requirements

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