GSD ( Global Service Desk) Trainer

Field

Details

Job
Title

Global
Service Desk (GSD) Trainer

Region

Pune,
Maharashtra

Office
Location

As per
project requirement

Travelling
Required

Yes 

Experience
Required

Minimum
1 year of experience in IT training, technical support, service desk, or
communication training

Roles
& Responsibilities

·        Deliver
Global Service Desk training as per NIIT Foundation's curriculum and training
methodology.

·        Conduct
sessions on IT service desk fundamentals, customer support, troubleshooting,
and ticket management.

·        Prepare
lesson plans and training material as per defined guidelines.

·        Deliver
engaging and practical classroom sessions through activities, demonstrations,
and role plays.

·        Train
students on professional communication, email etiquette, and customer
handling.

·        Conduct
practical exercises on incident management, problem management, and service
request handling.

·        Track
student attendance, performance, and participation.

·        Counsel
students on employability, career development, and placement readiness.

·        Maintain
student progress records and update internal MIS/Encore.

·        Support
student mobilization and community outreach activities.

·        Support
placement activities and post-placement tracking.

·        Document
and share student success stories.

Data
Management

·        Maintain
training, attendance, assessment, and student performance records.

·        Update
training MIS/Encore regularly.

·        Share
weekly and monthly training progress reports.

·        Report
daily training activities and student performance.

·        Maintain
assessment and certification records.

Skills
Required

·        Good
knowledge of IT Service Desk / Help Desk operations.

·        Understanding
of basic IT troubleshooting and ticketing processes. Excellent communication
and interpersonal skills.

·        Good
command of English, Hindi, and/or local language.

·        Strong
presentation and classroom management skills.

·        Customer
service-oriented and problem-solving approach.

·        Comfortable
with practical demonstrations and role plays.

·        Ability
to manage diverse learner profiles.

Qualification

·        Graduate
from a recognized institution.

·        IT/Computer-related
qualification or certification preferred.

·        Strong
spoken and written English.

·        Comfortable
working in classroom and field environments.

·        Student-centric,
confident, and motivating personality.