Associate – Trainee Enterprise

Title/Position: Associate – Trainee EnterpriseJob Location: GurugramEmployment Type: Full TimeShift 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 communicationPrimary 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

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