Trainee- IT Helpdesk Technician

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

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

Personal

Other Relevant Information

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