Service Desk TrainerFull-time

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