Technical Support Intern/IT HelpDesk - 3i Infotech

Position: Intern Application Support / IT Helpdesk

Internship Duration: 6 Months

Stipend: Unpaid / No Salary during the 6-month internship period

Experience: Fresher / 01 Year

Key Responsibilities

Log new Incident and Service Request tickets in the IT Helpdesk tool through calls or emails.

Monitor and track tickets raised through the ticketing system.

Act as the First Point of Contact (L1) for business users.

Resolve basic incidents and service requests using available KEDB/SOPs.

Route unresolved tickets to respective L2 support teams as per the escalation process.

Maintain and update the KEDB to improve L1 resolution efficiency.

Coordinate with Incident and Problem Management teams.

Perform day-to-day application production support activities, including checklists, housekeeping and scheduled tasks.

Perform basic application monitoring for online and batch processes.

Monitor application health, system utilization, database size, disk space and CPU utilization.

Support application performance and capacity monitoring activities.

Maintain BCP procedures and support environment maintenance.

Perform regular application health checks.

Follow up on SLA adherence, reporting and continuous improvement activities.

Required Skills

Basic understanding of L1 Application Support / IT Helpdesk activities.

Knowledge of application monitoring and ticketing tools.

Basic knowledge of SQL queries, log analysis and OS commands.

Understanding of business processes, Incident Management and escalation procedures.

Good communication and teamwork skills.

Good time management and ability to follow defined processes and SOPs.

Willingness to learn and work in a production support environment.

Important Note

This is a 6-month unpaid internship opportunity. No salary/stipend will be provided during the internship period. .