Job Description
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:
Bachelor’s 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 Service Desk
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
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:
Bachelor’s 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 Service Desk
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
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