Walk-in || Service Desk Trainer

Job description

**Desired Competencies (Technical/Behavioral Competency)** **Must-Have\\*\\*** 1. Strong analytical, communication, and presentation skills; precise written documentation 2. Experience auditing ticket quality, call/chat/email interactions, and KB/article effectiveness 3. Ability to identify/diagnose issues, categorize/record deviations, and advise on corrective actions 4. Problem-solving with coaching mindset; collaborate with Lead for upskilling and productivity 5. Time management; multi-tasking; work with minimum supervision and quick learning skills 6. Interpersonal and negotiation skills for calibration and stakeholder consensus Technical and system expertise (networking, active directory, DNS) 7. Problem-solving and troubleshooting abilities 8. Time management 9. Teamwork and collaboration 10. Identify and diagnose issues and problems 11. Categorize and record reported queries and provide solutions 12. Support problem identification 13. Advise users on appropriate course of action 14. Monitor issues from start to resolution 15. Escalate, if needed, unresolved problems to a higher level of support 16. Excellent written verbal and presentation skills. 17. Grooming team members to influence upskilling and productivity. **Good-to-Have** 1. Well organized with ability to multi-task and work with minimum supervision with quick learning skills. 2. Strong interpersonal and negotiation skills. Collaborate with cross-functional teams to identify and resolve technical issues 3. Designed or operated a QA framework (scorecards, rubrics, sampling plans, calibration sessions) 4. Experience with LMS, train-the-trainer, onboarding bootcamps, and refresher programs