IT Helpdesk Analyst
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What you'll do
- Deliver first-level technical support via phone, email, and remote access tools to global end-users.
- Triage, categorize and prioritize incidents by impact and urgency.
- Troubleshoot and resolve issues related to hardware, software, operating systems (Windows, Mac), and network connectivity issues (IP/DNS/DHCP, Wi-Fi, routing) to isolate user connectivity problems.
- Manage and update service tickets in ITSM systems like ServiceNow.
- Create, update and close tickets in ServiceNow (or equivalent) with clear notes, steps taken and resolution codes.
- Maintain SLA adherence; escalate aging or high-impact incidents to appropriate teams.
- Assist in user onboarding/offboarding processes, including account and device management.
- Assist with user provisioning, password resets, group membership and deprovisioning consistent with access control policies.
- Support enterprise tools such as Microsoft 365, VPNs, collaboration platforms, and proprietary applications.
- Collaborate with offshore and onshore IT teams for seamless 24/7 support coverage.
- Document solutions, escalate complex issues, and participate in continuous improvement initiatives in Creating and updating knowledge base articles and runbooks for recurring incidents and common tasks.
- Follow corporate IT security practices and compliance standards.
What they're looking for
- Bachelor's degree in IT, Computer Science, or related field preferred.
- Minimum 1-3 years of experience in IT helpdesk or technical support roles supporting US/global clients.
- Strong knowledge of Windows OS, Mac OS, Microsoft Office Suite, networking fundamentals (TCP/IP, DHCP, DNS).
- Experience with IT service management tools (ServiceNow).
- Excellent English communication skills, both spoken and written.
- Service-oriented mindset with robust problem-solving abilities.
- Experience with Active Directory / Azure AD user and group management.
- Familiarity with remote support tools (Microsoft Remote Desktop etc.) and endpoint management tools.
- Prior experience collaborating with offshore/onshore teams and participating in on-call rotations.
Nice to have
- ITIL Foundation certification.
- Microsoft Certified Professional or related vendor certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals).
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
This role is for one of Weekday’s clients
Salary range: Rs 100000 - Rs 600000 (ie INR 1 - 6 LPA)
Min Experience: 1+ years
Location: Hyderabad, Telangana, India
JobType: full-time
The Helpdesk Analyst provides first level technical support to global end users by diagnosing, resolving, and documenting hardware, software, OS, and connectivity issues via phone, email, and remote tools.
Working closely with onshore and offshore IT teams, the analyst owns incident lifecycle in the ITSM system, supports onboarding/offboarding and enterprise applications (Microsoft 365, VPNs, collaboration platforms), and escalates complex incidents to Level 2/Level 3 teams while following security and compliance standards.
Requirements
Key Responsibilities:
• Deliver first-level technical support via phone, email, and remote access tools to global end-users.
• Triage, categorize and prioritize incidents by impact and urgency.
• Troubleshoot and resolve issues related to hardware, software, operating systems (Windows, Mac), and network connectivity issues (IP/DNS/DHCP, Wi-Fi, routing) to isolate user connectivity problems.
• Manage and update service tickets in ITSM systems like ServiceNow.
• Create, update and close tickets in ServiceNow (or equivalent) with clear notes, steps taken and resolution codes.
• Maintain SLA adherence; escalate aging or high-impact incidents to appropriate teams.
• Assist in user onboarding/offboarding processes, including account and device management.
• Assist with user provisioning, password resets, group membership and deprovisioning consistent with access control policies.
• Support enterprise tools such as Microsoft 365, VPNs, collaboration platforms, and proprietary applications.
• Collaborate with offshore and onshore IT teams for seamless 24/7 support coverage.
• Document solutions, escalate complex issues, and participate in continuous improvement initiatives in Creating and updating knowledge base articles and runbooks for recurring incidents and common tasks.
• Follow corporate IT security practices and compliance standards.
• In some cases need to work with Level 2 or Level 3 teams
Basic Qualifications:
• Bachelor's degree in IT, Computer Science, or related field preferred.
• Minimum 1-3 years of experience in IT helpdesk or technical support roles supporting US/global clients.
• Strong knowledge of Windows OS, Mac OS, Microsoft Office Suite, networking fundamentals (TCP/IP, DHCP, DNS).
• Experience with IT service management tools (ServiceNow).
• Excellent English communication skills, both spoken and written.
• Service-oriented mindset with robust problem-solving abilities.
• Experience with Active Directory / Azure AD user and group management.
• Familiarity with remote support tools (Microsoft Remote Desktop etc.) and endpoint management tools.
• Prior experience collaborating with offshore/onshore teams and participating in on-call rotations.
Preferred Qualifications: • ITIL Foundation certification.
• Microsoft Certified Professional or related vendor certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals).
Must-have skills
Service Desk, Helpdesk, ITSM
Good-to-have skills
SLA, KPI
Company
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