Service Desk Technical Support Trainee

Apprentice

Job Title: Service Desk Apprentice

Organization Name: NEC Corporation India pvt. Ltd.

Reporting Relationship: Project Manager

 

Role Summary: The Service Desk 1st Level Technical Support Trainee is responsible for providing excellent customer service and initial technical support for incident and service request resolution. The role involves accurately logging, diagnosing, and troubleshooting issues within defined service levels while adhering to ITIL-based processes. The trainee will also contribute to knowledge development and continually improve the resolution process to enhance customer satisfaction.

 

Responsibility:

1. Customer Service Excellence
• Deliver superior customer service to ensure the best customer experience and maximum availability.
• Communicate effectively and professionally with customers to build strong relationships.
2. Incident and Request Management
• Accurately log all incidents, service requests, and problems following established practices.
• Diagnose, prioritize, troubleshoot, and resolve incidents or escalate as required, adhering to predefined processes and Service Level Agreements (SLAs).
3. Documentation and Knowledge Management
• Document all work accurately and in a timely manner using specified tools and processes.
• Proactively create and update knowledge articles to improve resolution processes in line with continual service improvement initiatives.
4. Technical Expertise and Development
• Maintain and develop technical and product knowledge through research and self-learning.
• Stay updated on the latest technologies to provide effective and relevant support.
5. Team Collaboration and Operational Support
• Collaborate with team members to meet or exceed internal KPIs.
• Provide high-quality technical and operational support to both internal and external customers.

Prerequisites:

Education and Certifications

• Bachelor's degree in Information Technology, Computer Science, or related field (or pursuing one).
• Basic understanding of ITIL principles is preferred.

Skills and Competencies

• Strong verbal and written communication skills in English.
• Excellent customer service and interpersonal skills with a pleasant and professional demeanor.
• Ability to diagnose and troubleshoot technical issues effectively.
• Attention to detail and ability to document work accurately.
• Proactive approach to learning and knowledge sharing.
• Team player with the ability to work collaboratively in a dynamic environment.

Technical Knowledge

• Familiarity with ITSM tools (e.g., ServiceNow, Salesforce) is an advantage.
• Basic understanding of Windows and network troubleshooting.

Additional Requirements

• Flexibility to work in shifts as per business requirements.
• Willingness to undergo training and adapt to new processes.

Base Location: - Noida, Will work for Japan/USA/SA remotely

Specialization Description

Apprentice Specialisation Description TBC

Level Description

Apprentice Level Description TBC

Experience Level

Entry Level