2+ Service desk Jobs in Pune | Service desk Job openings in Pune

Job Description:

As a Lead Zoho Trainer, you will play a key role in developing a highly skilled internal talent pool by conducting comprehensive Zoho application training programs. You will be responsible for designing, implementing, and continuously improving learning curricula that enhance employees' expertise in Zoho CRM, Analytics, Creator, Desk, Projects, and other related Zoho applications.

Key Responsibilities:

• Design and develop structured training modules and content for various Zoho applications.
• Conduct regular training sessions (virtual & on-site) for internal employees, ensuring practical understanding and proficiency.
• Maintain updated knowledge of Zoho suite advancements, regularly revising training materials.
• Monitor trainee performance, provide feedback, and conduct assessments to ensure skill development aligns with organizational objectives.
• Mentor and guide junior trainers, building a strong internal training team.
• Collaborate with Project Managers, Implementation Consultants, and Developers to identify training gaps and develop tailored learning solutions.
• Generate reports and insights on training effectiveness and suggest continuous improvements.

Skills & Qualifications Required:

• Minimum 3–5 years of experience as a Zoho Trainer, Consultant, or Implementation Specialist.
• Expertise across multiple Zoho applications (CRM, Creator, Analytics, Projects, Desk, etc.).
• Certified Zoho trainer or equivalent professional certification preferred.
• Strong presentation, communication, and interpersonal skills.
• Excellent problem-solving skills and ability to explain complex processes in simple terms.
• Ability to independently develop effective training material using digital learning tools.
• Prior experience mentoring or leading teams is highly desirable.

Educational Qualification:

• Bachelor's degree in IT, Computer Science, Engineering, Business Administration, or related fields.
• Zoho certification (desirable).

Why Join Us:

• Competitive remuneration and benefits.
• Continuous learning & professional development opportunities.
• Collaborative and supportive work culture.
• Opportunity to influence and shape talent capabilities within a growing service organization.

The primary role of Service Desk Analyst is providing first level support through calls/web/chat/Email and handling the resulting incidents or Service Requests using the incident management and Service request fulfilment processes in line with Service Desk objectives.

Project/Process:

• Responsible for service Request fulfillment, Incident Mgmt (First level resolution) for the End User queries via Avaya call, web tool and mailing/chat system within the agreed service level and defined guidelines.
• Acts as Incident Analyst/Service Request Analyst and responsible for the Day-to-day operation of the Incident Management/Service Request management process.
• Record all End user transactions in Remedy ticketing tool.
• Responsible for handling tickets and capturing quality information by following ticket handling process as defined in Runbook
• Responsible for maintaining SLA/KPI‘s for self.
• Responsible for providing quality deliverables and enhancing customer satisfaction
• Escalate issues to Leads (if unable to resolve, solutions not in database, new issues, unhappy End User, complaint, Demanding End User)
• Contribution to knowledge management by updating/creating the knowledge articles
• Adherence to security and compliance requirements
• Adherence to communication etiquettes
• Quality – Should adhere to the basic guidelines laid down for the ticket/voice quality feedbacks provided by Leads/DAT POCs
• Contribute to and participate proactively in knowledge sharing sessions
• Contribute to Continuous Improvement and Innovation plans (CII)
• Analyst under Batch Process Monitoring shall monitor all the in-scope process/jobs.
• Notify SME’s/Shift Leads in case of any challenges in the process.
• Preparing handover of Batch Process Monitoring report and sharing it with the next shift members, at the end of each shift.
• Notify the lead immediately in case of complaints and escalations
• Participate in Shift Huddles on daily basis and discuss technical/Process updates.