Intern – IT Help Desk Analysis
(
240003O
)
DESCRIPTION
Position Summary
Construction Specialties is looking for an experienced candidate who has excellent troubleshooting skills and can provide outstanding support experience to our employees. Be the initial point of contact and triage of IT issues received into the IT Service Desk. Document and maintain key support processes within the IT Service Desk team
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.
Walk customers through installing applications and computer peripherals.
guide users with simple, step-by-step instructions.
Should have good communication skills and have demonstrated ability to learn quickly test
Customize desktop applications to meet user needs.
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.
Desired Candidate Profile
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