Trainee – Infrastructure Management Support (IMS)
Opening Overview
Job Function(s) Customer/Technical SupportInformation Technology
CTC – INR 300,000.00 per Annum
Salary – Break-up / Additional Info
3LPA & 15k for 3 months stipend amount
Service Agreement – 2 Years/2 Lakhs
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Job Description
Excellent verbal and written communication in English is must
Should have basic knowledge on ITIL process and international Client handling over the phone and email
Meet established service level metrics for call response, technical support and customer service
Provide Help Desk Support for End users and Level 1/2 support of IT Infrastructure and Applications
Log Incidents/call tickets into Ticketing tool, monitor incoming customer ticket queues for assignment, follow-up and resolution
Follow and complete IT Service desk opening and closing checklists
Research and update knowledge base for solutions that can be used to provide first call or contact resolution
Perform installation/troubleshooting/configuring of MS outlook Client, MS Office, Applications software, Antivirus Software, Internet explorer and basic network troubleshooting
Use remote tools such as Remote Desktop support, Dame Ware/Bomgar, Team viewer etc..(It’s an optional) to troubleshoot and resolve end-users laptops, desktops.
Provide follow-up service to End-users to ensure that service provided by Help Desk has addressed their needs in a timely and efficient manner
Candidates should be open to work in 24*7 shifts environment
Candidates having more than 1 year of education gap and applied in last 6 months with Hexaware are not eligible for this drive
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