Intern - IT Help Desk Analysis
2 weeks ago
**Intern - IT Help Desk Analysis**
**(**
**240003O**
**)**
DESCRIPTION
**Position Summary**
**Key Responsible Areas**:
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Basic Hardware Knowledge and configuration.
- guide users with simple, step-by-step instructions.
- Should have good communication skills and have demonstrated ability to learn quickly test
- Record/Create technical issues and solutions on ServiceNow ticketing Tool.
- Direct unresolved issues to the next level of support personnel.
- Report customer feedback and potential product requests.
**Required Experience**:
- Bachelor or master’s in computer science, or a related technical field, or equivalent experience.
- Excellent interpersonal relations and demonstrated ability to work with others effectively in teams.
- Excellent Communication skills, Analytical Skill and Technical Skills
- Knowledge of Microsoft Windows 10/11 desktop operating system.
- Basic hardware knowledge and configuration
***
**Mandatory Skills**:
- Basic understanding of hardware and configuration
- Good verbal and written communications skills.
**Tasks**:
- Respond to tickets promptly as it will improve the ATH and FCR.
- Educate users on security best practices and policies to prevent security breaches.
- Provide first-level support for all internal and external users.
- Escalate complex incidents to concerned teams by documenting the information clearly in the incident.
- Identify opportunities to streamline support processes and improve efficiency.
- Create and maintain technical documentation.
**Goals**:
1. Customer Satisfaction - Improve the customer experience by getting more positive surveys.
2. Quality of service. - Ticket handling and providing accurate solutions.
3. Knowledge base articles - Continuously improve the knowledge base and documentation to facilitate faster problem-solving and enhance team expertise.
4. New Hire Onboarding - Maintain a smooth onboarding by creating the user account and configuring the laptop before the user joins.
**Projects**:
Security enhancement - Implementing the CSGSO - Provisional ID card project.
End of lease Hardware/laptop upgrade
- Upgrade aging hardware infrastructure to improve performance, reliability, and security.
QUALIFICATIONS
Graduation - Fresher
PRIMARY LOCATION: IN-TG-Hyderabad
IT
TRAVEL: No
EMPLOYEE TYPE: Full-Time Intern
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