IT Service Desk

66degrees; Bengaluru; On-site; INR 167,000 - 246,000; Full time

Job summary

66degrees in Bengaluru is seeking an IT Service Desk Intern to be the first point of contact for IT incidents, providing basic troubleshooting for hardware, software, and network issues, and delivering excellent customer service to end users. The role supports asset management, ticketing, password assistance, onboarding new users, and collaborates with L2 teams for escalations.

Fresh graduates or interns with prior internship are welcome; knowledge of Windows/macOS and Google Workspace is

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related discipline (or equivalent practical experience).
• Fresher with prior internship experience in an IT Service Desk or Technical Support role.
• Good understanding of Windows and macOS operating systems.
• Working knowledge of Google Workspace, Google Administration, and common business applications.
• Basic understanding of networking concepts such as TCP/IP, DNS, and VPN.
• Strong troubleshooting and analytical skills with the ability to diagnose technical issues efficiently.
• Excellent verbal and written communication skills with a customer-first approach.
• Ability to work independently as well as collaboratively in a team environment.

Responsibilities

• Provide first-level technical support to end users for IT-related issues and service requests.
• Manage and maintain IT assets and user access within a secure workspace.
• Log, categorize, prioritize, and track support tickets through the IT ticketing system.
• Troubleshoot hardware, software, operating system, application, and network connectivity issues.
• Assist users with password resets, account unlocks, software installations, and basic application support.
• Escalate unresolved or complex technical issues to the L2 support team with complete documentation and troubleshooting details.
• Maintain accurate documentation of IT procedures, knowledge articles, and issue resolutions.
• Educate users on IT best practices and common troubleshooting techniques.
• Participate in on-call support rotations as required.
• Contribute to continuous improvement initiatives to enhance service desk operations and user satisfaction.

Skills

Windows & macOS troubleshooting

Google Workspace administration

Networking basics (TCP/IP, DNS, VPN)

Analytical troubleshooting

Excellent communication

Teamwork and independence

Education

Bachelor's degree in Information Technology / Computer Science or related

Tools

ServiceNow

Jira Service Management

Job description

Company Overview

66degrees is seeking a highly motivated and customer-focused IT Service Desk Intern to join our growing team. We are committed to delivering exceptional technical support and maintaining a secure, stable, and efficient IT environment for our employees.

Job Summary

The IT Service Desk Intern will serve as the first point of contact for IT-related incidents and service requests. The role involves troubleshooting basic hardware, software, and network issues, escalating complex problems to higher-level support teams, and delivering excellent customer service to ensure a seamless end-user experience.

Key Responsibilities

• Provide first-level technical support to end users for IT-related issues and service requests.
• Manage and maintain IT assets and user access within a secure workspace.
• Log, categorize, prioritize, and track support tickets through the IT ticketing system.
• Troubleshoot hardware, software, operating system, application, and network connectivity issues.
• Assist users with password resets, account unlocks, software installations, and basic application support.
• Escalate unresolved or complex technical issues to the L2 support team with complete documentation and troubleshooting details.
• Maintain accurate documentation of IT procedures, knowledge articles, and issue resolutions.
• Educate users on IT best practices and common troubleshooting techniques.
• Participate in on-call support rotations as required.
• Contribute to continuous improvement initiatives to enhance service desk operations and user satisfaction.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related discipline (or equivalent practical experience).
• Fresher with prior internship experience in an IT Service Desk or Technical Support role.
• Good understanding of Windows and macOS operating systems.
• Working knowledge of Google Workspace, Google Administration, and common business applications.
• Basic understanding of networking concepts such as TCP/IP, DNS, and VPN.
• Strong troubleshooting and analytical skills with the ability to diagnose technical issues efficiently.
• Excellent verbal and written communication skills with a customer-first approach.
• Ability to work independently as well as collaboratively in a team environment.

Preferred Qualifications

• ITIL Foundation certification or equivalent IT Service Management certification.
• Hands-on experience with ITSM tools such as ServiceNow or Jira Service Management.
• Familiarity with remote desktop support tools and remote troubleshooting techniques.