IT Help Desk Analyst

We are looking for a proactive and customer-focusedIT Help Desk Engineerto 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 troubleshootWindows OS-related issues(Windows 10/11). Handlebasic network troubleshooting(LAN/WAN, VPN, DNS, DHCP, IP configuration). Manage user accounts inActive Directory (AD) : User creation and deletion Password resets Group policy updates Account lock/unlock Manage incidents and service requests using aticketing 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 inTechnical Support or IT Help Desk Support(1–3 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 / Bachelor’s 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.

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