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Zones Off Campus Drive 2024 | Bsc/BE/B.Tech/BCA/M.Tech/MCA/Msc

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The Zones Off-Campus Drive 2024 offers an exciting opportunity for recent graduates in BSc (IT/Computer Science), BE/B.Tech, BCA, M.Tech, MCA, and MSc (Computer Science) to start their careers in IT support. Selected candidates will join Zones, a global IT solutions provider, in their Service Desk team. The role involves troubleshooting hardware and software issues, providing remote support via phone, email, and chat, and ensuring high-quality customer service. This position provides valuable experience in technical problem-solving, ticket management, and customer support in a fast-paced, 24/7 rotational shift environment. Candidates will develop essential IT skills while contributing to efficient operations and ensuring client satisfaction. This is an ideal opportunity for freshers to gain hands-on experience and grow within a leading IT company.

Job Details

Job Role: Service Desk

Qualification: Bsc/BE/B.Tech/BCA/M.Tech/MCA/Msc

Salary: Best in Industry

Job Location: Bangalore

Experience: 0- 6 months

Last Date: Apply As Soon As Possible

Employment type: Full-time

Job Description

To provide technical support & assistance to customers remotely. To ensure client satisfaction and ability to resolve customer issues at first contact. Must have good technical knowledge and an ability to communicate effectively to understand the problem, empathize and provide a solution at the earliest. To ensure user queries or issues are captured, validated, and triaged for further processing. To ensure various types of information or updates are communicated to users through appropriate channels.

What you’ll do as the (L1- Service Desk):

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Serve as the first point of contact for customers seeking technical assistance through various channels like phone, chat & email.
  • Experience in Core IT Support, Addressing Clients Worldwide (24*7).
  • Experience troubleshooting and configuring desktop hardware and associated peripherals.
  • Ability to work in a team environment and communicate effectively through chat systems (e.g. Microsoft teams, Skype)
  • Working knowledge of computer operating systems (Windows), hardware diagnosis/set up, and software installation/troubleshooting.
  • Experience working in a fast-paced environment.
  • Strong customer service experience.
  • Excellent communication skills is must.
  • Ability to multitask well.
  • Real time Ticket creation and documentation.
  • Ability to perform tasks within SLA’s.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the SOP’s / KB’s related to the issue and the relevant details provided by customers.
  • Walk the customer through the problem-solving process.
  • Escalate unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions from customers to the appropriate internal team.
  • Identify and suggest possible improvements to procedures & KB articles.
  • Good understanding of computer systems, mobile devices, and other tech products
  • Ability to diagnose and resolve basic technical issues faster.
  • 24/7 rotational shift.

What you will bring to the team:

Experience – 0- 0.6 months in IT Support

Education – Bsc (IT, Computer) or B.Tech/ BE, BCA, M.Tech, MCA, Msc (Computer)

Reporting – Team Lead

How to Prepare for Zones Service Desk Role – Tamil Job Updates

1. Technical Skills:

  • Core IT Support:
    • Familiarize yourself with basic IT concepts like hardware components, software, networking, and operating systems. Focus on troubleshooting desktops and peripherals such as printers, monitors, and keyboards.
    • Get hands-on experience with Windows operating systems (Windows 7, 8, 10, 11), and other common software like MS Office, antiviruses, etc.
  • Hardware Diagnosis/Setup:
    • Learn how to diagnose hardware issues like computer startup failures, peripheral issues (keyboard, mouse, printers), and network connectivity issues.
    • Know how to install and configure hardware components (e.g., RAM, hard drives, graphics cards).
  • Software Installation & Troubleshooting:
    • Practice installing software and fixing software-related issues. Focus on common applications and how to troubleshoot installation errors.
  • Basic Networking:
    • Understand IP addressing, network troubleshooting, and how to diagnose network connectivity issues.

2. Customer Service & Communication Skills:

  • Customer Interaction:
    • Practice clear and empathetic communication. You should be able to explain technical concepts to non-technical users.
    • Work on your ability to stay calm and polite, especially when resolving issues under pressure.
  • Multitasking:
    • Improve your ability to handle multiple support requests at once, such as managing different channels like phone, email, or chat (e.g., MS Teams, Skype).
  • Ticketing System:
    • Get familiar with IT service management (ITSM) tools or ticketing systems such as ServiceNow, Zendesk, or Jira. Practice creating and managing tickets, documenting steps taken, and tracking issues through to resolution.
  • Effective Documentation:
    • Ensure that you document all user queries, actions, resolutions, and follow-ups accurately in the ticketing system.

3. Problem-Solving & Troubleshooting:

  • Root Cause Analysis:
    • Practice troubleshooting techniques like asking pertinent questions to understand the issue fully.
    • Familiarize yourself with Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles for troubleshooting common issues. Learn how to follow these resources to provide timely solutions.
  • Escalation Process:
    • Understand the escalation process and when it’s appropriate to escalate an issue to a higher level of support (L2, L3).

4. Understanding IT Products & Services:

  • Product Knowledge:
    • Familiarize yourself with the products and services your team may need to support. This could include understanding different types of IT hardware, software, and tools.
  • Remote Troubleshooting:
    • Learn how to use remote desktop tools for troubleshooting and guiding users through the resolution process (e.g., TeamViewer, AnyDesk).

5. Shift Work & Time Management:

  • 24/7 Rotational Shifts:
    • Be mentally prepared for the flexibility required in working in rotational shifts (night shifts, weekends, holidays).
    • Develop effective time management strategies to stay productive and focused during different shifts.

6. Understanding SLAs:

  • Service Level Agreements (SLAs):
    • Learn about SLAs and how to prioritize issues based on urgency. Practice handling tickets within the specified timeframes to meet SLAs.
    • Ensure you understand how to meet and exceed expectations within SLAs while maintaining quality service.

7. Soft Skills:

  • Empathy:
    • Practice empathizing with customers to ensure that their frustrations are acknowledged and managed.
  • Attention to Detail:
    • Develop an eye for detail when documenting issues and troubleshooting. The more details you capture, the better you can assist the next support level.
  • Team Collaboration:
    • Work on your collaboration skills, as you’ll often work with other teams to resolve more complex issues.

8. Prepare for the Interview:

  • Review Common IT Support Scenarios:
    • Prepare for interview questions about common troubleshooting scenarios. For example:
      • “How would you troubleshoot a printer that is not printing?”
      • “What steps would you take if a user can’t connect to the internet?”
  • Behavioral Questions:
    • Be ready for behavioral interview questions like:
      • “Tell us about a time you handled a difficult customer.”
      • “How do you prioritize tasks when you have multiple issues at the same time?”

9. Study Relevant Education Background:

  • If you have a BSc in IT, Computer Science, B.Tech/BE, or related degrees, make sure you understand key concepts from your coursework, such as operating systems, networking, and hardware.

10. Resources:

  • Online Training Courses:
    • You can find many online courses for IT support basics, troubleshooting, and customer service, such as on Udemy, LinkedIn Learning, or free platforms like Coursera.
  • Books:
    • Read books on IT support and troubleshooting, such as “The IT Support Handbook” or “ITIL for Beginners” to get a better understanding of frameworks used in service desks.

How to Apply for Zones Off Campus Drive 2024?

All interested and eligible candidates can apply for this drive online as soon as possible by using official link given below.

Zones Off Campus Drive 2024 – Important Apply Link
Apply For This Job

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