IT Help Desk Analyst

We are looking for a proactive and customer-focused IT Help Desk Engineer to provide first-level technical support to global clients. The candidate should have hands-on experience in an IT help desk or technical support environment and be comfortable working in a 24/7 support process.

Key Responsibilities

• Provide Level 1 technical support to users across global locations.
• Diagnose and troubleshoot Windows OS-related issues (Windows 10/11).
• Handle basic network troubleshooting (LAN/WAN, VPN, DNS, DHCP, IP configuration).
• Manage user accounts in Active Directory (AD):
• User creation and deletion
• Password resets
• Group policy updates
• Account lock/unlock
• Manage incidents and service requests using a ticketing tool (ServiceNow, Jira, Freshservice, etc.).
• Escalate complex issues to Level 2/3 support teams when required.
• Maintain proper documentation of incidents, resolutions, and SOPs.
• Ensure SLA adherence and timely resolution of tickets.
• Provide remote support using standard remote access tools.

Required Skills & Technical Competencies

• Experience in Technical Support or IT Help Desk Support (13 years preferred).
• Strong knowledge of:
• Windows OS troubleshooting
• Basic networking concepts (TCP/IP, DNS, DHCP)
• Active Directory user management
• Experience working with ticketing systems.
• Understanding of Microsoft 365 / Google Workspace is an added advantage.
• Basic knowledge of hardware troubleshooting (laptops, desktops, printers).
• Good verbal and written communication skills.

Soft Skills

• Strong problem-solving ability.
• Customer-oriented mindset.
• Ability to work under pressure in a 24/7 rotational environment.
• Good time management and multitasking skills.

Eligibility Criteria

• Diploma / Bachelors Degree in Computer Science, IT, or related field.
• Willingness to work in rotational shifts (including night shifts).
• Experience supporting global clients is an added advantage.