Senior IT Helpdesk Analyst

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

Job Description

Role : IT Helpdesk Analyst - Bangalore, India

What will you do:

• Local support of the Bangalore office on site 5 days a week
• Global support of all Sprinklr users.
• Tracking & documenting of all support activities
• Supporting primarily macOS, Windows, AV and all common office software and applications such as Microsoft, Adobe and cloud SaaS products.
• Perform laptop setup and inductions for users, hardware troubleshooting and repair.
• General office IT such as conference room, telephone, office Network and Printer setups etc.
• Implementation of applications and software upgrades, as well as performance troubleshooting and tuning for users.
• Communicate and document troubleshooting techniques and best practices.
• Perform endpoint management deployment and anti-virus security.
• Work with IT Management to constantly monitor and improve delivery of IT systems and support.
• Proactively understand, analyse and research new technical problems when needed.
• Supporting high level events and proactively monitoring of meeting rooms
• Support new hire onboarding by preparing and provisioning devices, creating user accounts, and guiding users through the IT setup process.
• Assist with employee offboarding, ensuring secure return of assets and revocation of system access in coordination with HR and Security.
• Collaborate with cross-regional IT teams to troubleshoot and resolve complex or escalated issues.
• Maintain documentation for SOPs, knowledge base articles, and user guides to promote self-service and knowledge sharing.
• Support VIP users and executives, ensuring high-priority response and proactive care during events or travel
  
  

AV & Event Support Responsibilities

• Setting up and managing AV equipment for executive meetings and high-profile events, ensuring smooth operations.
• Configuring and troubleshooting displays, video, and audio connections, including mixers, computers, and peripherals.
  
  

About You

• 4+ years' experience within IT or B.S. degree
• Self-motivation and the ability to work with minimum supervision
• Excellent written and verbal communication skills and meticulous attention to detail.
• Experience working with high-level executives
• Good understanding of Microsoft 365, Computer Network
• Experience with Jamf Pro and enterprise Mac management concepts
• Experience with end user customer support, possess strong technical knowledge of macOS; Windows, and other Microsoft products
• Ability to use customer-service oriented techniques to determine and resolve problems and respond competently with the appropriate sense of urgency to user requests.
• Work both independently and as part of a team with professionals at all levels
• Quick learner, proactive individual with the ability to work in a dynamic, fast changing environment.
• Ability to prioritise tasks and work on multiple assignments.
  
  

Essential technologies:

• Conferencing & collaboration tools: Microsoft Teams, SharePoint, OneDrive.
• AV & Event Technologies: Video conferencing systems, audio mixers, display management, and camera switching.
  
  

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.