Gainsight hiring Associate – Global IT Help Desk for Hyderabad Location. Interested Candidates can go through the details and apply using the link provided at the bottom of the Post.
About Gainsight
Gainsight is a customer success platform that helps businesses effectively manage and retain their customers. With its comprehensive set of tools and features, Gainsight allows organizations to monitor customer behavior, analyze data, and proactively engage with customers to drive retention and growth. The platform offers a range of solutions, including customer health scoring, automated communications, and customer feedback management. Gainsight is used by companies of all sizes across various industries to optimize their customer success strategies and achieve sustainable growth.
Gainsight Recruitment 2023
| Company name | Gainsight |
| Website | www.gainsight.com |
| Job Role | Associate – Global IT Help Desk |
| Work Location | Hyderabad, India |
| Job Type | Full Time |
| Experience | Freshers(0-2 years) |
| Qualification | Any Graduate (Engineering or IT graduate preferred) |
| Batch | Not mentioned |
| Package | Up to 9 LPA (Expected) |
Job overview
This position requires proficiency in various tools and software used in IT support services.
The candidate should be experienced in working with Helpdesk ITSM software and be able to troubleshoot issues related to Operating Systems such as MacOS (preferred), Windows, and Linux. The candidate should also be familiar with Google Workspace, Okta, and Microsoft 365. In addition, the candidate must have experience working with teleconferencing solutions such as Zoom, Slack, Microsoft Teams, and Google Meet.
Knowledge of network printers and scanners, AV conferencing equipment configurations, and VoIP phones such as Polycom, Cisco, and Avaya is also necessary.
The candidate should be experienced in working with Identity and Access Management tools like OKTA and be able to handle cloud applications with Single Sign-On.
Experience working with Azure Virtual Desktop is an added advantage.
Job Responsibilities
- As part of the IT operations team, you will be participating in a 24×5 local (India) and global model to provide IT support to end-users.
- This includes responding to requests and issues received via various channels such as ITSM, email, Zoom AV, and Slack, and monitoring the ITSM ticket queue.
- You will be responsible for regularly following up on aging tickets that are on open, pending, in progress, and on-hold states, and tracking them to closure while ensuring they are properly tagged.
- Your duties also include the initial setup of Macs and Windows for onboarding employees, testing and configuring conference/meeting room AVs, providing Service Desk support to end-users on pre-configured hardware and software, as well as hands-on hardware troubleshooting and support for end-user applications.
- You will perform shift handover as per the defined procedure, act as the initial point of contact and coordination for all end-user incidents and service requests, and oversee the end-to-end Incident and Service Request Management, escalation, resolution, and closing process.
- Other responsibilities involve updating and creating new How-to, SOP, and Technical SOP KB Articles, participating in ad-hoc and recurring meetings, and being open to learning and adapting to new tools.
Education and Experience
- A Bachelor’s degree (Engineering or IT background preferred)
- 0-2 years of experience in ITES, software support, telecom domain, customer care, backend services, tech support, or live chat support
- Familiarity with computer peripherals and operating systems including MacOS (preferred), Windows, and Linux
- ITIL certification is preferred
- Proficient in computer and internet navigation
- Excellent persuasive and convincing skills, as well as efficient typing skills (minimum of 30 wpm with 90% accuracy)
- Strong verbal and written communication skills in English
- Ability to work collaboratively in a team.
How to Apply?
- To apply for a job, read through all information provided on the job listing page carefully.
- Look for the apply link on the job listing page, usually located somewhere on the page.
- Clicking on the apply link will take you to the company’s application portal.
- Enter your personal details and any other information requested by the company in the application portal.
- Pay close attention to the instructions provided and fill out all necessary fields accurately and completely.
- Double-check all the information provided before submitting the application.
- Ensure that your contact information is correct and up-to-date, and accurately reflect your qualifications and experience.
- Submitting an application with incorrect or incomplete information could harm your chances of being selected for an interview.