Service Desk Trainer
TATA Consultancy Services Ltd
Bengaluru, Karnataka, India
Type: Full-Time Arrangement: On-Site
5 - 8 Yrs800000 - 1400000(Annually)
Posted: 2 Sept 2026
Job Description
Role: Service Desk Trainer
Experience: 5 to 8 Years
Location: Bangalore, Chennai
Must-Have:
- Strong analytical, communication, and presentation skills with precise written documentation
- Experience auditing ticket quality, call/chat/email interactions, and KB/article effectiveness
- Ability to identify and diagnose issues, categorize and record deviations, and advise on corrective actions
- Problem-solving with a coaching mindset; collaborate with Leads for upskilling and productivity
- Time management, multi-tasking, ability to work with minimum supervision, and quick learning skills
- Interpersonal and negotiation skills for calibration and stakeholder consensus
- Technical and system expertise in networking, Active Directory, and DNS
- Strong problem-solving and troubleshooting abilities
- Teamwork and collaboration skills
Good to Have:
- Well-organized with strong multi-tasking and independent work capabilities
- Designed or operated a QA framework including scorecards, rubrics, sampling plans, and calibration sessions
- Experience with LMS, train-the-trainer programs, onboarding bootcamps, and refresher courses
Experience: 5 to 8 Years
Location: Bangalore, Chennai
Must-Have:
- Strong analytical, communication, and presentation skills with precise written documentation
- Experience auditing ticket quality, call/chat/email interactions, and KB/article effectiveness
- Ability to identify and diagnose issues, categorize and record deviations, and advise on corrective actions
- Problem-solving with a coaching mindset; collaborate with Leads for upskilling and productivity
- Time management, multi-tasking, ability to work with minimum supervision, and quick learning skills
- Interpersonal and negotiation skills for calibration and stakeholder consensus
- Technical and system expertise in networking, Active Directory, and DNS
- Strong problem-solving and troubleshooting abilities
- Teamwork and collaboration skills
Good to Have:
- Well-organized with strong multi-tasking and independent work capabilities
- Designed or operated a QA framework including scorecards, rubrics, sampling plans, and calibration sessions
- Experience with LMS, train-the-trainer programs, onboarding bootcamps, and refresher courses
Required Qualifications
- 5 to 8 years of IT service desk experience
- Auditing ticket quality and call/chat/email interactions
- Knowledge Base (KB) article effectiveness evaluation
- Networking, Active Directory, and DNS expertise
- QA framework design and operation
- Coaching and upskilling methodologies
- Problem-solving and troubleshooting
- Time management and multi-tasking
- Interpersonal and negotiation skills
Preferred Qualifications
- LMS platform proficiency
- Train-the-trainer program development
- Onboarding bootcamp facilitation
- Refresher training programs
- Cross-functional team collaboration
- Calibration session facilitation
Skills Required
Service Desk OperationsTicket Quality AuditingKnowledge Base ManagementNetworkingActive DirectoryDNSTroubleshootingCoaching & MentoringQA Framework DesignLMS AdministrationTraining Program DevelopmentStakeholder ManagementCross-functional CollaborationTime ManagementPresentation SkillsWritten DocumentationProblem SolvingTeamworkNegotiation Skills