Helpdesk Analyst

A Help Desk Analyst provides first-level technical support to users by responding to inquiries, diagnosing and resolving hardware/software issues, and escalating complex problems to higher-level IT professionals. Key responsibilities include acting as the primary point of contact, documenting issues in ticketing systems, creating user guides, performing system maintenance, and ensuring efficient system operations for both employees and customers.

Key Responsibilities

• User Support: Serve as the first point of contact for users experiencing technical difficulties with hardware, software, or network issues, providing assistance via phone, email, or chat.
• Troubleshooting & Resolution: Diagnose the root cause of technical problems and implement appropriate solutions, which can range from common issues like password resets to more complex malfunctions.
• Escalation: Identify and escalate more complex or persistent technical issues to senior IT teams or specialized departments for deeper analysis and resolution.
• Documentation: Log all user inquiries and support requests in a help desk or IT service management (ITSM) system, documenting the problem, its progress, and the final resolution.
• Knowledge Management: Create and update user-facing documentation, such as FAQs and training materials, to help users resolve common issues independently.
• System Maintenance: Perform routine maintenance, software updates, and hardware installations to ensure the smooth and efficient operation of IT systems.
• User Guidance: Advise users on best practices for technology use and provide basic training to improve their understanding and utilization of company systems.
• Performance Monitoring: Track key metrics related to system usage, performance, and outages to identify areas for improvement.

Job Types: Full-time, Permanent

Pay: ₹10,280.04 - ₹21,588.69 per month

Benefits:

• Health insurance
• Work from home

Work Location: In person