Service Desk Trainer

2 weeks ago

Taguig, National Capital Region, Philippines Tata Consultancy Services Full time

Design, develop, and deliver training for IT Service Desk support staff

 Strong knowledge and technical skills in solving OS, software, networking, active

directory, O365, VPN etc. related issues

 Customer service skills (communication, problem-solving, patience) to improve

efficiency, user satisfaction, and adherence to processes

 Key duties involve curriculum creation, new hire onboarding, knowledge

assessment, coaching, updating SOPs

 Supporting service desk transitions, ensuring staff effectively handle user issues

and managing IT support functions

 Lead sessions for new hires (onboarding) and existing staff, covering technical

tools, processes, and soft skills

 Evaluate post-training effectiveness, provide feedback, conduct audits, and

coach trainers/analysts

 Manage knowledge assessments, contribute to knowledge transfer, and maintain

documentation

 Identify gaps, suggest improvements, and support service desk transitions and

projects

 Experience in training methodologies, curriculum design, and learning principles

 Excellent communication (written/verbal), patience, analytical, and problem-

solving skills

 Proven background in IT support/service desk, with specific trainer experience is

mandatory

 Candidate should have minimum of 8+ yrs. experience as a trainer

 Comfortable with working in night shifts / shifting schedule as per business

requirement

 Strong Knowledge on Service Desk metrics , SLA's & KPI's

Preferred: Retail Stores Service Desk support experience

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