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Trainee- IT Helpdesk Technician
The Hackett Group
Siddipet
Full-Time
0-3 Years experience
Description
| 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 |
Eligibility Criteria
- Seniority: Entry Level
- Education: Bachelor's degree required
- Languages: English
About The Hackett Group
The Hackett Group is a global strategic consulting firm providing benchmarking and advisory services for finance and HR, with a focus on operational excellence in India.