Job Description

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