IT Helpdesk Analyst

Key Responsibilities

• Log, track, and manage IT service tickets through ticketing tools (ServiceNow, Freshdesk, Jira, Remedy, etc.)
• Provide L1/L2 support for incidents, service requests, and user queries
• Troubleshoot hardware, software, network, email, VPN, and application issues
• Follow ITIL processes for Incident, Request, and Problem Management
• Escalate unresolved tickets to appropriate L2/L3 teams with proper documentation
• Ensure SLA compliance and timely ticket closure
• Communicate effectively with end users via email, phone, or chat
• Perform root cause analysis for recurring issues and suggest improvements
• Maintain accurate documentation and knowledge base articles
• Coordinate with internal teams and vendors when required

Required Skills

• Hands-on experience with IT ticketing tools
• Basic knowledge of Windows, MS Office, Outlook, and Active Directory
• Understanding of networking basics (LAN, WAN, DNS, DHCP)
• Strong communication and customer support skills
• Ability to prioritize and handle multiple tickets efficiently

Preferred Skills (Good to Have)

• ITIL Foundation certification
• Experience with remote support tools
• Exposure to asset management and change management
• Shift-based support experience

Job Type: Full-time

Pay: ₹200,000.00 - ₹300,000.00 per month

Benefits:

• Health insurance

Work Location: In person