IT Helpdesk Analyst

Overview

Key Responsibilities:

• Service Support:
• Provide first-level technical support to clients via phone, email, and chat.
• Respond promptly to support requests and resolve issues within defined service level agreements (SLAs).
• Log and track all support interactions and incidents in the ticketing system.
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
• Identify recurring issues and escalate them to L2 support for further investigation.

• Documentation and Communication:
• Maintain accurate and up-to-date documentation of support procedures and solutions.
• Create and update knowledge base articles (KB) to assist in problem resolution.
• Communicate effectively with clients to understand their technical issues and provide solutions.
• Collaborate with L2 and L3 support teams to escalate and resolve complex issues.

• Skills:
• Understanding of computer systems, networks, and mobile devices.
• Knowledge of working with ticketing/ITSM tools like Service Now, JIRA, etc.
• Knowledge of working with tools supporting remote troubleshooting preferred.
• Knowledge on O365 is preferred.
• Strong problem-solving skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.

• Certifications:
• ITIL Foundation certification preferred.
• Work Environment:
• Ability to work in a fast-paced environment with a focus on customer satisfaction.
• Availability for shift work, including evenings and weekends, and on US times as needed.

Job Type: Full-time

Pay: From ₹800,000.00 per year

Shift:

• Day shift

Work Location: In person