Gainsight Recruitment 2023 : Gainsight Hiring Entry Level freshers as well 0-2 years experience Graduates As IT AssociateGainsight Hiring Entry Level Graduates As IT AssociateJob Title: Associate – Global IT Service Desk
Qualifications
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.
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