Gainsight Off Campus Drive Freshers & Experienced | Service Desk Analyst

Job Id: 20200513006

Company: Gainsight

Job Role: Analyst – Global IT Service Desk

Experience: 0-2 years

Qualification: Graduate

Job Location: Hyderabad

Salary: Not Mentioned

Vacancies: Not Mentioned


Job Description Gainsight Off Campus Drive Freshers & Experienced Hiring for Analyst in May 2020:

What You’ll Do Here

Participate in a 24×7 local(India) and global operations model
Provide phone, email, & Slack support
Monitor Service Desk ticket queue
Regular follow up on aging tickets that are open, pending, In progress, and on-hold states. Track tickets to closure, ensuring they are properly tagged
You will be responsible for the initial setup of Macs and Windows for onboarding employees
Ensuring conference/meeting room AVs are tested, configured, and ready to go
Provide Service Desk support to end-users on pre-configured hardware and software
Provide hands-on hardware troubleshooting and support for end-user applications
Perform shift handover as per the defined procedure
Be the initial point of contact and coordination for all end-user incidents and service requests. End-to-end Incident and Service Request Management, escalation, resolution, and closing process
Updating, creating new How-to, SOP, and Technical SOP KB Articles
Update all work inside tickets
Participation in ad-hoc and recurring meetings
IT Asset and Inventory management
Ready to learn and adapt to new tools
Shifts: 24*7 (Rotational Monthly)
Week Offs: 2 (Rotational)

What We Are Looking For

Graduate in any field. We are open to hiring freshers as well
0 to 2 years of experience in ITES/Software/Telecom domain/Customer Care/Backend services/Tech support/ live chat support
Knowledge of Computer Peripherals/Operating Systems(MacOS (Most preferred)), Windows and Linux
Good interpersonal and communication skills in English, (written, and verbal) and the ability to work in a team
Excellent computer/ internet navigation skills
ITIL certified preferred
Good Typing Skills (30wpm with 90% accuracy)
Knowledge in the below tools will be preferred –
G-Suite, Office 365
Teleconferencing solutions – like Zoom
Network printers and scanner software
Helpdesk software
Audio-Video Conferencing Equipment Configurations
ISPs, WAN, WAPs, LAN and Network Printers
VoIP Phones like Polycom, Cisco, and Avaya
Identity and Access management tools
Cloud Applications (with Single Sign-On)

Apply for Gainsight Off Campus Drive Freshers & Experienced Hiring for Analyst in May 2020:

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