Associate – Trainee Enterprise

Title/Position: Associate Trainee Enterprise

Job Location: Gurugram

Employment Type: Full Time

Shift Timings: 24*7 Rotational (includes nightshifts, weekends and holidays)

The Enterprise Helpdesk Technician will be responsible for providing support and assistance to end-users within the organization. This role involves troubleshooting hardware and software issues, managing user accounts, and ensuring the smooth operation of IT systems.

Requirements:

• Bachelors degree in computer science, Information Technology or Computer application (BSc. Computer Science, BCA, MCA, BTECH graduated in 2025)
• Good understanding of Operating systems
• Basic knowledge and understanding of hardware, application software and networking
• Excellent written and spoken communication

Primary Roles and Responsibilities:

• Troubleshoot / resolve the issues for which users connect with the ServiceDesk
• Create tickets (Incidents / Requests) and follow up with resolver groups for resolution
• Identify the right categories / sub-categories for the issues to ensure the tickets are created, resolved / routed under right category/sub-category
• Analyze the tickets to ensure they are resolved right first time and avoid unnecessary ticket hops
• Analyze and highlight any issues which needs to be raised as Major Incident to the Lead or Incident Manager basis the criteria
• Keep track of the tickets and follow the 3-strike policy and keep the user updated on the status of the tickets apart from following up with them on resolution status