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