Helpdesk Analyst

About the Role

We're looking for a proactive and detail-oriented Helpdesk Analyst to join our Customer Operations team. This role is central to ensuring smooth day-to-day operations, efficient management of internal Helpdesk requests, and consistent adherence to operational processes.

The ideal candidate enjoys problem-solving, is skilled at managing multiple priorities, and brings strong documentation and communication skills. You'll work closely with internal teams across Customer Success, Support, and Services to ensure timely issue resolution, data integrity, and continuous process improvement.

Key Responsibilities

• Manage incoming Helpdesk tickets across systems such as Salesforce, Gainsight and NetSuite.
• Triage, investigate, and document issues with clear troubleshooting steps before escalating.
• Ensure timely responses and resolutions in line with established SLAs.
• Collaborate with admin teams to resolve issues efficiently and maintain transparency through detailed updates.
• Identify recurring issues and document solutions for future reference and process improvement.
• Communicate progress and blockers proactively to ensure visibility and timely resolution.
• Own key operational workflows for license renewals and Product Version Management, ensuring proactive renewal management and accurate stakeholder communication.
• Enhance support efficiency through weekly performance updates, issue tracking, and cross-functional collaboration to streamline workflows.

Skills & Qualifications

• 2–3 years of experience in a Helpdesk, Operations, or Technical Support role.
• Familiarity with business systems like Salesforce, Gainsight, or NetSuite preferred.
• Strong troubleshooting, documentation, and communication skills.
• Ability to manage multiple priorities with attention to detail and accountability.
• Self-starter who can work independently while collaborating effectively with cross-functional teams.

Success in This Role Looks Like

• Timely responses and resolutions on Helpdesk tickets.
• Well-documented investigations and clear communication with stakeholders.
• Smooth management of renewals and operational workflows.
• Demonstrated ownership, consistency, and process reliability.