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

Role: Customer Success Associate

Industry Type: IT Services & Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success

Education

UG: Any Graduate

About the company

HCLTech is a global technology company, home to more than 220,755 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2024 totaled $13.8 billion.