Graduate Trainee (Service Desk)
Revature · Bengaluru, Karnataka, India
- On site
- Full-time
- $45,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Provide first-line IT support to global clients.
- Troubleshoot hardware and software issues.
- Log, track, and resolve support tickets.
- Collaborate with IT teams on complex issues.
- Maintain knowledge base for self-service.
About the role
About the Role
Digital workplace services is a centralized team that provides technical support to our clients, including troubleshooting and resolution of IT issues and ensuring smooth functioning of their Computer Systems and IT Services. As many as 90 global clients across different continents are supported by 15,000 strong Service Desk team, across the globe. The landscapes of IT Service Desk have witnessed significant transformations due to technological advancements. Today, many organizations leverage AI chat bots to automate and streamline their support processes. AI chat bots use natural language processing to provide instant responses to common user queries and handle simple tasks, reducing the workload on human analysts. Robotic Process Automation (RPA) is also gaining traction, allowing repetitive and rule-based tasks to be automated, freeing up analysts' time for more complex issues.About Revature
Revature is one of the largest and fastest-growing employers of technology talent across the U.S., partnering with Fortune 500 companies, the biggest System Integrators, and Government Contractors to identify experienced professionals who can be effective leaders.Key Responsibilities
- Provide first-line technical support and assistance to end-users, addressing their IT related issues and enquiries.
- Log and track all support tickets, ensuring accurate documentation and timely resolution of problems.
- Troubleshoot hardware and software problems, performing diagnosis and resolving technical issues to minimize downtime.
- Collaborate with other IT teams to escalate complex issues and ensure prompt resolution.
- Maintain knowledge base articles and documentation to enhance self-service options and facilitate efficient problem-solving.
What We're Looking For
- Client-focused with the ability to work with users from diverse communities and cultures globally.
- Flawless communication (verbal and written) with clients.
- Sound technical knowledge.
- Flexibility to work in shifts and work from office.
- Candidate must be flexible to relocate to the work location.
Support and Perks
- Night shift allowance will be paid by the project.
- Cabs will be provided for pick-up and drop-off, ensuring safety and comfort.
- Timely rewards and recognition for top performers.
Equal Opportunity Employer
Revature (“Company”) is an equal opportunity employer. We extend equal opportunity to all individuals without regard to race, religion, color, sex, pregnancy, childbirth or related medical conditions, sexual orientation, gender identity, national origin, disability, age, genetic information, marital status, veteran status, or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, benefits, compensation, and training. If you require accommodation to work, based on any of these protected factors, please notify the Human Resources Department, and the Company will evaluate the request and provide accommodation in accordance with applicable law. We seek to comply with all applicable federal, state, and local laws related to discrimination and will not tolerate interference with the ability of any of the Company's employees to perform their job duties. Our policy reflects and affirms the Company's commitment to the principles of fair employment and the elimination of all discriminatory practices.Key skills/competency
- IT Support
- Service Desk
- Troubleshooting
- Hardware
- Software
- Customer Service
- Technical Support
- End-User Support
- Ticket Management
- Knowledge Base
Skills & topics
- Graduate Trainee
- Service Desk
- IT Support
- Help Desk
- Technical Support
- Customer Service
- Troubleshooting
- IT Services
- Entry Level
- Technology
How to get hired
- Tailor your resume: Highlight technical troubleshooting and customer service skills relevant to an IT Service Desk role.
- Showcase communication: Emphasize your ability for clear verbal and written communication with diverse global clients.
- Demonstrate technical aptitude: Mention any experience with hardware, software, and IT support tools.
- Express flexibility: Clearly state your willingness to work shifts and relocate to assigned work locations.
- Prepare for interviews: Be ready to discuss problem-solving scenarios and customer interaction examples.
Technical preparation
Familiarize with hardware/software troubleshooting.,Learn basic IT ticketing system processes.,Understand common operating system issues.,Practice remote support tools and techniques.
Behavioral questions
Describe a time you resolved a technical issue.,How do you handle difficult customer interactions?,Explain a complex technical problem simply.,How do you prioritize multiple support requests?
Frequently asked questions
- What are the typical work hours for a Graduate Trainee Service Desk at Revature?
- The Graduate Trainee Service Desk role at Revature involves working in shifts. While specific shift timings can vary by project, candidates should be flexible to accommodate different work hours to support global clients.
- Does Revature offer any support for employees working night shifts for the Service Desk role?
- Yes, Revature provides a night shift allowance for projects that require working during night hours. Additionally, cab facilities are provided for pick-up and drop-off to ensure employee safety and comfort.
- What kind of technical skills are most important for this Graduate Trainee Service Desk position?
- For this role, strong foundational technical knowledge in troubleshooting hardware and software issues is crucial. Excellent verbal and written communication skills are equally important for interacting with a global client base.
- Is relocation required for the Graduate Trainee Service Desk role in India?
- Yes, candidates must be flexible and willing to relocate to the assigned work location in Bangalore, Chennai, Coimbatore, or Hyderabad, as specified by the project needs.
- How does Revature support career growth for Graduate Trainees in the Service Desk team?
- Revature partners with Fortune 500 companies and large System Integrators, offering exposure to diverse IT environments. Top performers are recognized with timely rewards and recognition, providing a platform for growth within the digital workplace services team.
- What is the role of AI and RPA in the Service Desk team at Revature?
- The IT Service Desk landscape at Revature is evolving with technology. The team leverages AI chatbots for instant responses to common queries and Robotic Process Automation (RPA) to streamline support processes, allowing analysts to focus on more complex issues.
- How can I best prepare my resume for the Graduate Trainee Service Desk application at Revature?
- To prepare your resume for the Graduate Trainee Service Desk role at Revature, focus on highlighting any experience or skills related to IT support, troubleshooting, customer service, and technical documentation. Quantify achievements where possible.