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Job details:
We’re looking for an IT Helpdesk Analyst to join our team and work directly with a client to provide helpdesk support.
🗓️Responsibilities
- Triage and categorize all incoming requests via Freshservice, Slack, and Email.
- Document, track, and monitor problems through our ITSM tool (e.g., Jira, ServiceNow, or Zendesk) to ensure timely resolution.
- Diagnose and resolve issues related to Windows/macOS, Microsoft 365/Google Workspace, VPN, mobile devices, and peripherals (printers, monitors).
- Manage user permissions and MFA issues via Okta and Google Workspace.
- Assist users with core tools including Slack, Zoom, Salesforce, Atlassian, and Adobe Creative Cloud.
- Identify when a problem requires specialized attention and escalate to client teams with detailed notes.
- Strictly follow and update runbooks; identify gaps in the Knowledge Base and submit weekly updates.
- Create and update "How-To" documentation for the internal knowledge base to empower users through self-service.
- Maintain clear, proactive status updates with users and participate in structured team handoffs.
- Adhere to "least-privilege" access and SOC2-aligned security practices.
🧑🎓 👩🎓 Qualifications
- Bachelor’s and/or Master's degree in Computer Science, Information Technology, or equivalent hands-on experience
- 2–4 years of experience in an L1/L2 Service Desk or IT Support role
- Proficiency with ITSM tools (Freshservice or Jira)
- Solid understanding of SaaS administration and IAM through systems like Okta
- Experience managing/troubleshooting Mac and Windows hardware.
- Strong written and verbal English communication skills
- 24/7 shift rotation and after hours participation as required
- Certifications (Preferred): CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate
Salary Range: 2.4 LPA - 5LPA
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