Join to apply for the IT Service Desk Trainer role at Tata Consultancy Services
Job Type: Permanent
Location: Letterkenny, Co. Donegal (Onsite - with flexibility on hybrid model once training has been completed)
Working Model: 24/7 cover
Lead Recruiter at Tata Consultancy Services, Ireland
Do you have a technical mindset with the capacity to foster a supportive training environment? Are you keen to future proof your career with a leading IT organisation? Join TCS as a IT Service Desk Trainer!
Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre, we’re proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber, we foster a culture of continuous learning, innovation, and respect. Our people are at the heart of everything we do – collaborating across teams, geographies, and disciplines to drive real change for clients around the world. Be part of something global, grounded in Donegal.
TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve – our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.
* Making a Real Impact – Your work ensures thousands of enterprise users stay productive, helping global businesses deliver critical projects without disruption.
* Growing with Technology – You’ll gain hands‑on experience with cutting‑edge tools and enterprise platforms, building skills that keep you ahead in the tech industry.
* Thriving in a Dynamic Environment – Work in a fast‑paced, global setting where adaptability and problem‑solving are key, giving you opportunities to innovate and make a measurable impact every day.
The Role
As a Service Desk Trainer, you’ll design and deliver training programs that empower our technical support teams to provide exceptional service to global clients. Your expertise ensures team members are equipped with the knowledge, tools, and confidence to resolve issues efficiently and maintain a positive user experience.
You’ll have the opportunity to:
* Develop and deliver engaging training sessions for new hires and existing team members, focusing on technical skills, processes, and customer service excellence.
* Create and maintain training materials that align with industry best practices and organizational standards.
* Collaborate with team leaders and quality analysts to identify skill gaps and implement targeted learning solutions.
* Stay ahead of technology trends, ensuring training content reflects the latest tools, platforms, and service delivery innovations.
* Measure training effectiveness through feedback and performance metrics, continuously improving learning outcomes.
You’ll be part of a dynamic team environment, supporting global operations with occasional flexibility for evening or weekend sessions to accommodate diverse time zones.
Your responsibilities:
* Design and Deliver Training: Create and conduct onboarding and continuous learning programs for service desk staff, focusing on technical skills, processes, and customer service best practices.
* Develop Training Materials: Maintain up‑to‑date documentation, guides, and e‑learning resources aligned with organizational standards and technology updates.
* Assess and Improve Performance: Monitor training effectiveness through feedback and performance metrics, identifying skill gaps and implementing targeted learning solutions.
* Collaborate with Stakeholders: Work closely with team leaders, quality analysts, and technical experts to ensure training supports operational goals and service excellence.
* Stay Current with Technology: Continuously update training content to reflect new tools, platforms, and industry trends.
* Procedural Implementation: Support Team leaders, Quality analysts & Management assess the quality of service, procedural adherence & awareness of standard operating processes and procedures.
Your Profile:
Technical Experience – Familiarity of enterprise solutions & platforms such as Active Directory, Remote Access, Microsoft Office etc.
Training Delivery – Experience mentoring or training teams / team members in a technical setting, Standard operating procedures, processes, instructional diagrams, end‑user documentation or Knowledge articles. Experience providing training in person or virtually.
Communication & Interpersonal Skills – Excellent verbal and written communication for clear instructions, strong presentation skills & ability to motivate and mentor others.
Incident & Escalation Management – Strong understanding of Incident Management & Service Desk operations, frameworks and methodologies.
Soft Skills – Patience and empathy when supporting learners, problem‑solving mindset to address challenges during training.
* Previous experience in a similar role.
* Previous ITSM / Incident management or Service desk experience managing cases and troubleshooting incidents.
* ITSM Certification such as ITILv3 or ITILv4.
* Bachelor’s Degree level in education.
* Training or Knowledge Management certification.
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network.
We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.
Diversity, Inclusion and Wellbeing
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).
We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.
As a Disability Confident Employer, we offer an interview to applicants with disabilities or long‑term conditions who meet the minimum criteria for the role.
Seniority Level
* Associate
Employment Type
* Full‑time
Job Function
* Information Technology
Industries
* IT Services and IT Consulting
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