AcmeMinds Private Limited
Website:
acmeminds.com
Job details:
Location: Chandigarh IT Park (Work from Office)
Experience: 4–7 Years
Type: Full-Time
We are looking for an IT Helpdesk & Operations Analyst to support our US-based client by managing IT support requests, user onboarding/offboarding, access management, and day-to-day IT operations. The ideal candidate should have excellent communication skills, a strong customer service mindset, and experience working with ticketing systems in a fast-paced environment.
Key Responsibilities:
- Handle L1/L2 IT helpdesk tickets and ensure timely resolution within defined SLAs.
- Coordinate with engineering, infrastructure, and business teams to resolve incidents and service requests.
- Perform user onboarding and offboarding, including provisioning and deprovisioning accounts and access.
- Manage Microsoft 365 accounts, user groups, permissions, and basic administration.
- Create, assign, track, and update tickets using Jira or similar ticketing systems.
- Maintain accurate documentation, knowledge base articles, and standard operating procedures (SOPs).
- Monitor ticket queues, prioritize requests, and provide regular status updates to stakeholders.
- Assist in incident coordination, follow-up, and documentation under the guidance of the Incident Lead.
- Support hardware and software setup for new employees and troubleshoot day-to-day IT issues.
- Identify recurring issues and recommend process improvements.
Required Skills:
- 4–7 years of experience in IT Helpdesk, IT Operations, or Technical Support.
- Excellent verbal and written communication skills.
- Experience with Jira, ServiceNow, or similar ticketing tools.
- Hands-on experience with Microsoft 365 administration (Outlook, Teams, Azure AD/Entra ID, user access management).
- Good understanding of Windows and macOS troubleshooting.
- Experience with user onboarding/offboarding and access management.
- Understanding of incident management, SLA tracking, and escalation processes.
- Strong documentation and organizational skills.
- Ability to multitask and work independently in a fast-paced environment.
Preferred Qualifications:
- Experience working with UK, German, or US clients or global teams.
- Basic knowledge of identity and access management (IAM), SSO, or Azure AD.
Notice Period:
- Immediate joiners or candidates with a notice period of 30 days or less will be preferred.
Interested candidates may email their resume to hiring@acmeminds.com
Click on Apply to know more.