GSD Intern

PIERIAN

0 - 2 years

0 Lacs

Bengaluru

Posted:15 hours ago| Platform:

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Skills Required

Computer science Ticketing VPN QMS Infrastructure Incident management Account management Troubleshooting MS Office Monitoring

Work Mode

Work from Office

Job Type

Internship

Job Description

Job Summary:

Provide Level 1 IT support with Infra/Security Monitoring Services & End-User Services covering Applications, Laptops & Desktops, User Account Management and other areas assisting users via email and chat within the time specified by the agreed service levels.

Responsibilities:

Handle Emails, incidents, and Requests on the ticketing and monitoring Infra/Security tool, taking necessary details, and ensuring the call is dealt with.
Log details of all incidents: alerts/events and problems utilizing standard reporting methods.
Provide first-line fixes, utilize relevant procedures, or escalate problems.
Maintain procedures that are compliant with ITIL, the company s quality management system.
Knowledge of Computer, Printers, MS-office products, networks, servers, etc., and their components.
Escalate tickets to L2 and L3 as appropriate and follow up for the resolution.
Tracking and documenting any changes made to KB article and creating of KB article.
Ability to work a flexible schedule outside of typical business hours.
Ensure that the incident management documentation process is being performed at a high level of quality.
Maintain a high level of customer satisfaction by owning issues, managing communication both within GSD/IT and with the customer
Support Infra or Application Project tasks involving End-User
Generate reports on an ad-hoc or reoccurring basis using incident data from Report Sources.
Responsible for identifying potential problems and trends of repetitive Incidents.

Qualification:

Graduate with IT or Computer Science background
0-2 years of experience can apply.
Good written and verbal communication
Ability to work collaboratively and efficiently in a fast-paced, customer-centric environment.
Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, VPN, Browsers, etc.
Flexible and Open to working in a 24x7 environment with rotational shifts and rotational week off including holidays
Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates

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