Job Description

Job Title / Designation: Graduate Trainee Role: Global Service desk Shift: 24*7 Job Location: Chennai/Madurai Company: HCL Tech Experience Fresher to 06 Months - (Looking for immediate joiner) Education: All graduates (Minimum 60 % is must for 10th, 12th, and Graduation) 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 Walk-in Drive Date: 22-Mar-2025 Saturday @ 09.00 AM to 03.00 PM Drive Location: Chennai Interview Venue: Bharath University, 173,Agaram Main Rd Selaiyur, Chennai, Tamil Nadu 600073