Service Desk Trainee

About the Role

• Trainee role within the Service Desk team.
• Location: Chennai - DLF IT Park / Bangalore - Electronic City phase 2
• Shift: Rotational Shift (India, UK, US)
• Mode: 5 days work from Office
• Note: On arrival at DLF main gate, contact EQI Chennai Reception at 044-42889800 for entry pass.

Key Responsibilities

• Attend all classroom training sessions.
• Document all learning knowledge shared through training.
• Attend assessments and achieve a minimum of 80% score.
• Complete the Versant test with a minimum of 65% score.
• Be ready to learn and quickly acquire on-the-job knowledge transfer (KT).
• After training, be confident and ready to pick up production support tasks.
• Support users globally via calls, emails, and tickets for IT issues and requests.
• Work in a 24/7 shift environment.
• Collaborate with various support teams.
• Take complete responsibility for assigned tasks and report on progress end-to-end.
• Manage and maintain minimum task backlogs.
• Troubleshoot or fulfill requests with confidence and reduced dependency.
• Follow GSD processes and regularly update the knowledge database.
• Send periodic reports on BAU tasks and tickets.

Requirements & Tech Stack

• Service Desk experience or experience with any ticketing tools.
• Basic knowledge in Microsoft Operating Systems (desktop and laptops).
• Familiarity with MS Office applications including Outlook.
• Understanding of Microsoft Active Directory (User Creation, Modification, Group creation, etc.).
• Basic knowledge of Azure AD.
• Knowledge of handling Technical Help Desk functions.
• Knowledge of Microsoft Operating Systems: Windows XP, Vista, Windows 7, Windows 8, Windows 10, and Windows 11.
• Basic knowledge of Print Services.
• Basic knowledge of TCP-IP and Network connectivity.

Qualifications

• BE or equivalent computer studies.
• Minimum 6-12 months experience.
• Excellent verbal and written communication skills in English.
• Process oriented.
• Desire to learn and ability to implement learnings swiftly.
• Willingness to work in a 24/7 environment.
• Flexible to work any shift.
• Ability to work collaboratively.
• MCSE certification desirable.