Trainee- IT Helpdesk Technician

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 new technologies, processes, or shift schedules.

• Takes ownership of tasks, follows through, and ensures timely resolution of issues.

Preferred Skills

Job

• Troubleshooting Outlook, OneDrive, Teams, SharePoint, etc

• Basic troubleshooting for iOS and Android in a corporate environment.

• Familiarity with tools like Windows Defender

• Handling common issues related to printers

• User account creation, password resets, and group membership changes.

Personal

• Clear verbal and written skills to explain issues and solutions

• Accurately logs tickets, documents solutions, and avoids mistakes.

• Adjusts easily to new technologies, changes in processes, or shift schedules

• Eager to learn and grow with evolving IT tools and environments.

• Maintains a positive and composed attitude even in high-pressure situations.

Other Relevant Information