Description

Practice
IT
Job Code

Job Title
Trainee / Intern
Department
IT

Skill
Helpdesk
Employee Type
Support

Experience
Minimum 6 Months
Reporting Manager

Responsibilities
- Serve as the first point of contact for end-users seeking technical support via phone, email, or ticketing system.
- Troubleshoot and resolve hardware and software issues on Windows laptops and desktops.
- Support software installations, upgrades, and basic configuration using remote desktop tools.
- Perform basic network troubleshooting, including issues with connectivity, VPN, DNS, and Wi-Fi.
- Use remote access tools (e.g., AnyDesk, TeamViewer, RDP) to assist users with technical issues.
- Log, categorize, prioritize, and assign tickets within the IT ticketing system.
- Escalate unresolved problems to higher-level support as per escalation matrix.
- Document all support interactions, resolutions, and troubleshooting steps accurately.
- Support user onboarding/offboarding, including laptop setup, user account provisioning, and basic access rights.




- Adhere to internal SLAs and follow IT service management best practices.
- Participate in rotational shifts, including coverage for weekends and holidays if required.

Essential Skills

Job
- Windows OS and hardware/software troubleshooting
- Networking fundamentals (IP, DNS, DHCP, VPN)
- Remote support tools and ticketing systems
- Software installation and system configuration
- Documentation and ticket updates
- Prioritizing multiple technical issues under pressure

Personal
- Ability to clearly explain technical issues to non-technical users.
- Analytical thinker who can troubleshoot under time pressure and find effective solutions.
- Able to handle multiple tasks, prioritize tickets, and meet SLAs
- Flexible and able to adjust to recent technologies, processes, or shift schedules.
- Takes ownership of tasks, follows through, and ensures timely resolution of issues.

Preferred Skills

Job
- Troubleshooting Outlook, OneDrive, Teams, SharePoi

📌 Trainee- IT Helpdesk Technician (Telangana)
🏢 The Hackett Group
📍 Telangana