Technical Support Intern/IT HelpDesk - 3i Infotech

Position: Intern Application Support / IT Helpdesk

Internship Duration:

Key Responsibilities

• Log new Incident and Service Request tickets in the IT Helpdesk tool through calls or emails.
• Monitor and track tickets raised through the ticketing system.
• Act as the

  First Point of Contact (L1)

  for business users.
• Resolve basic incidents and service requests using available

  KEDB/SOPs

  .
• Route unresolved tickets to respective

  L2 support teams

  as per the escalation process.
• Maintain and update the

  KEDB

  to improve L1 resolution efficiency.
• Coordinate with

  Incident and Problem Management

  teams.
• Perform day-to-day application production support activities, including checklists, housekeeping and scheduled tasks.
• Perform basic application monitoring for online and batch processes.
• Monitor application health, system utilization, database size, disk space and CPU utilization.
• Support application performance and capacity monitoring activities.
• Maintain

  BCP procedures

  and support environment maintenance.
• Perform regular application health checks.
• Follow up on

  SLA adherence

  , reporting and continuous improvement activities.

Required Skills

• Basic understanding of

  L1 Application Support / IT Helpdesk

  activities.
• Knowledge of application monitoring and ticketing tools.
• Basic knowledge of

  SQL queries, log analysis and OS commands

  .
• Understanding of business processes, Incident Management and escalation procedures.
• Good communication and teamwork skills.
• Good time management and ability to follow defined processes and SOPs.
• Willingness to learn and work in a production support environment.

Important Note

6-month unpaid internship opportunity