Graduate Trainee

Job Title

Designation: Graduate Trainee

Role: Global Service desk (Voice process)

Shift: 24*7

Job Location: Chennai/Bangalore

Experience Fresher to 06 Months - (Looking for immediate joiner)

Education: All graduates

Batch: 2022, 2023, 2024

Job Purpose

• Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customers end users
• Route problems to internal 2nd and 3rd level IT support staff
• Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution
• Administer and provide User account provisioning
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders/incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
• Perform user account management activities Escalate complex problems to appropriate support specialists Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures
• Participate in ongoing training and departmental development
• Routine maintenance updates with other IT staff and business units
• Provide all required documentation including standards, configurations and diagrams
• Provide knowledge transfer of EUC operations
• Performing User, Privileged and Supplier Access Reviews (Governance)
• Enable users to work more efficiently and effectively with IT solutions
• Be willing to participate in on-the-job training designed to enhance skills and support capabilities

Skill Set Required

• Good Communication Skills
• Knowledge of MS Office Suite (XP, 2003, 2007): MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Project, and MS Visio is required
• Should have knowledge of Windows Operating systems
• Should have knowledge of Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• Disciplined, systematic problem-solving skills required Knowledge of Active Directory, Exchange 2003/2007
• Readiness to demonstrate a proactive attitude