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 / 0–1 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.