IT Helpdesk Trainee

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

effective solutions.

• Communication: Excellent verbal and written communication skills to effectively

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 field.

• A non-CS graduate may also require relevant IT certifications or IT-specific

knowledge.

• Excellent verbal and written communication skills.
• IT certifications 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

defining the problem, collecting information, analyzing data, proposing solutions,

implementing them, and verifying the resolution

• Customer Support

  :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

certified IT Analyst to support End Users.