Core Functions:

- Incident Management:

Help desks are the first point of contact for users experiencing IT problems. They log, categorize, and track these incidents, often using ticketing systems like ServiceNow

- Service Request Fulfilment:

Help desks handle routine requests like password resets, software installations, and user account management.

- Problem Management:

While primarily focused on incidents, help desks also contribute to problem management by identifying recurring issues and escalating them for deeper investigation.

- Knowledge Management:

Help desks maintain knowledge bases with FAQs, troubleshooting guides, and other resources to empower users to resolve issues independently.

- Escalation:

Complex or unresolved issues are escalated to specialized IT teams (second or third-level support) for further diagnosis and resolution.

Key Activities:

- Responding to User Inquiries:





Providing timely and accurate answers to user questions about hardware, software, and IT services.

- Troubleshooting:

Diagnosing and resolving technical problems through various methods, including remote access and step-by-step instructions.

- Hardware and Software Support:

Assisting with the installation, configuration, and maintenance of hardware and software.

- Network Administration Support:

Helping users with network access, permissions, and troubleshooting network-related issues.

- Security Support:

Contributing to the organization's security posture by assisting with password management, security awareness training, and reporting security incidents.

📌 Service Desk (Mumbai)
🏢 Trigent Software
📍 Mumbai