Job Title : Associate- Enterprise Helpdesk
Location: Pune
Shift Time: 24x7 Rotational (includes nightshifts, weekends and holidays)- 5 days In Office

Job Description
Join Stratacent as an IT Service Desk Associate and help drive efficient IT support. In this role, you will serve as the first point of contact for end users, providing technical assistance, managing incidents and service requests, and ensuring timely issue resolution. You will work closely with internal support teams to categorize, track, escalate and resolve tickets while maintaining a high level of customer service. This position is ideal for individuals looking to build a career in IT support, incident management and service desk operations within a fast-paced environment.

Responsibilities

- Troubleshoot / resolve the issues for which users connect with the ServiceDesk
- Create tickets [Incidents / Requests] and follow up with resolver groups for resolution
- Identify the right categories / sub-categories for the issues to ensure the tickets are created, resolved / routed under right category/sub-category
- Analyse the tickets to ensure they are resolved right first time and avoid unnecessary ticket hops
- Analyse and highlight any issues which needs to be raised as Major Incident to the Lead or Incident Manager basis the criteria
- Keep track of the tickets and follow the 3-strike policy and keep the user updated on the status of the tickets apart from following up with them on resolution status.

Required Skills





- 0-2 years of experience in IT Service Desk, Help Desk or IT Support roles preferred.
- Bachelor's degree in computer science, Information Technology or Computer application (BSc. Computer Science, BCA, MCA, BTECH)
- Good understanding of Operating systems
- Basic knowledge and understanding of hardware, application software and networking
- Strong proficiency in written and spoken English communication.

Employee Benefits:

- Group Medical Insurance
- Cab facility
- Meals/snacks
- Continuous Learning Program
- Creche facility

Company Profile
Stratacent is an IT Consulting and Services firm, headquartered in Jersey City, NJ, with two global delivery centres in Current York City area and New Delhi area plus offices in London, Canada and Pune, India.
We are a leading IT services provider focusing in Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their digital transformation journey and provides services/ solutions around Cloud Infrastructure, Data and Analytics, Automation, Application Development and ITSM.
We have partnerships with SAS, Automation Anywhere, Snowflake, Azure, AWS and GCP.
URL - http://stratacent.com

Disclaimer
Stratacent India Private Limited is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, age, sex, national origin, ancestry, handicap, or any other factors.

📌 Associate- Enterprise Helpdesk (India)
🏢 Stratacent
📍 India