Job Title – Associate – Global IT Help Desk
Qualification – Any Graduation
Company Name – Gainsight
Location – Hyderabad
Salary – Rs 4 to 6 LPA
Job Info.:-
Participate In A 24×5 Local(India) And Global IT Operations Model
Provide Support Over Channels Like ITSM, Email, Zoom AV And Slack
Monitor ITSM Ticket Queue
Regular Follow-Up On Aging Tickets That Are On Open, Pending, In Progress And On-Hold States
Track Tickets To Closure, Ensuring They Are Properly Tagged
You Will Be Responsible For The Initial Setup Of Macs And Windows For Onboarding Employees
Ensuring Conference/Meeting Room AVs Are Tested, Configured And Ready To Go.
Provide Service Desk Support To End-Users On Pre-Configured Hardware And Software
Provide Hands-On Hardware Troubleshooting And Support For End-User Applications
Perform Shift Handover As Per The Defined Procedure
The Initial Point Of Contact And Coordination For All End-User Incidents And Service Requests
End-To-End Incident And Service Request Management, Escalation, Resolution And Closing Process.
Updating, And Creating New How-To, SOP And Technical SOP KB Articles
Participation In Ad-Hoc And Recurring Meetings
Ready To Learn And Adapt To New Tools
Job Requirements:
Any Graduate (Engineering Or IT Graduate Preferred)
Experience: Max. 0 To 2 Years Of Experience In ITES/Software Support/Telecom Domain/Customer Care/Backend Services/Tech Support/Live Chat Support
Knowledge Of Computer Peripherals/Operating Systems(MacOS (Most Preferred)), Windows And Linux
ITIL Certified Preferred *Excellent Computer/ Internet Navigation Skills
Persuasion And Convincing Skills, Efficient Typing Skills (30 Wpm With 90% Accuracy).
Proficiency In Verbal And Written English/Customer Interaction.
Should Be Able To Work And Co-Ordinate In A Team.