HCLTECH Offcampus hiring 2021,2022,2023,2024 and 2025 batches for Graduate Trainee role| HCLTECH Offcampus Drive 2025
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| JOB | DETAILS |
|---|---|
| Company | HCLTECH |
| Role | GRADUATE TRAINEE |
| Batch | 2021/2022/2023/2024/2025 |
| Education | Any degree |
| Salary | UPTO 4LPA |
| Last Date | Apply ASAP |
| Location | India |
| More 2022 Batch Job Updates | CLICK HERE |
| More 2023 Batch Job Updates | CLICK HERE |
| More 2024 Batch Job Updates | CLICK HERE |
| For Daily Job Updates | CLICK HERE |
Job description:
Responsibilities:
- .Should have experience in technical support along with networking
- .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 circumvention's
- .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 problem 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 on-going 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
- .To provide support for on call escalations and doing root cause analysis of given issue
- .To independently resolve tickets within agreed SLA of ticket volume and time
- .To adhere to quality standards, regulatory requirements and company policies
- .Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
- .To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
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