IT help desk Trainee

IT Helpdesk Fresher Job Description A fresher's role in IT Helpdesk primarily involves providing basic technical assistance and support to end users, including troubleshooting software issues, resolving common problems, and assisting with software installations and upgrades. It involves a lot of process documentation and knowledge base creation. Here's a more detailed breakdown: Essential Skills: • • • • • Basic computer knowledge: Understanding of operating systems, software applications, and network basics. Problem-solving: Ability to diagnose issues, identify root causes, and implement eective solutions. Communication: Excellent verbal and written communication skills to eectively interact with users and document solutions. Customer service: A positive attitude and willingness to help users resolve their problems. Learning aptitude: A willingness to learn new technologies and processes. Education & Technical skills: • Fresher roles typically require a bachelor's degree in computer science, IT, or a related eld. • A non-CS graduate may also require relevant IT certications or IT-specic knowledge. • • Excellent verbal and written communication skills. IT certications will be added advantage for non-CS graduates. Key Responsibilities: Troubleshooting: • Troubleshooting involves a systematic process of identifying and resolving issues. It typically starts with understanding the problem, gathering information, forming hypotheses, and then testing and implementing solutions. A common approach includes dening the problem, collecting information, analyzing data, proposing solutions, implementing them, and verifying the resolution • Customer Support: IT Helpdesk Fresher Job Description Providing assistance to Users via phone, email, or chat, answering questions, and guiding them through problem resolution • Documentation: Maintaining detailed records of technical issues, solutions, and user interactions. It includes CRM or a ticketing tool to log all queries • Escalation: Knowing when to escalate complex issues to senior support Team members or Supervisors. • Software Support: Detailed product knowledge will help us support all User queries. There are multiple software versions and applications through which we support end Users. Must be a certied IT Analyst to support End Users. Job Description Elements: • • • • • • • • • • Job Title: IT Helpdesk Trainee Company: British Orient Infotel Pvt Ltd Location: HSR Layout, work from the O¢ice Shifts: 1PM to 10PM IST (Should be exible) Transportation: Must arrange for own transportation Working Days: Monday to Friday Holiday: All UK holidays Reporting Manager: IT Helpdesk Manager Assets: Initially, Companys desktops Training Period: 3 to 6 months