Senior Trainer

• Job Role: Trainer- Service Desk Operations

• Job Location: Noida

• 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 channels—including in-person, phone, chat, and email—with 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:

• 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.

• It is a Full Time Trainer job for candidates with 1 - 4 years of experience.

More about this Senior Trainer job

1. What is the eligibility criteria to apply for this Senior Trainer job?
   Ans: The candidate should be Graduate and above and above with 1 - 4 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹50000 - ₹50000 per month that depends on your interview. It's a Full Time job in Chennai.
3. How many working days are there for this Senior Trainer job?
   Ans: This Senior Trainer job will have 6 working days.
4. Are there any charges applicable while applying or joining this Senior Trainer job?
   Ans: No, there is no fee applicable for applying this Senior Trainer job and during the employment with the company, i.e., Edubridge.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Senior Trainer role?
   Ans: There is an immediate opening of 2 Senior Trainer at Edubridge
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Trainer job.
8. What are the timings of this Senior Trainer job?
   Ans: This Senior Trainer job has 09:30 AM - 06:30 PM timing.