Hiring For Helpdesk Support Analyst - L1 | 6 months contract | Hybrid

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Work Environment & Shift Expectations:

• Must be available to work rotating shifts, including nights, weekends, and holidays as part of a 24x7 coverage model.

• Comfortable working in a high-volume, fast-paced environment with shifting priorities.
• Willingness to participate in continuous training and learning opportunities to support evolving systems, tools, and processes.

Position Summary

• As a Tier 1 Service Desk Agent, you are the first point of contact for users seeking IT support and play a critical role in delivering the support experience our users deserve.
• You help resolve common technical issues, escalate complex problems, and provide empathetic, reliable service that minimizes disruption and enhances productivity.
• This role supports our global workforce through a 24x7 model and is part of a reimagined End User Services & Solutions organization, structured for scale, built for speed, and driven by user outcomes. By focusing on ownership, clear communication, and continuous learning, you help drive relentless improvement in how we deliver IT services across every interaction.
• This isnt just about fixing problems, its about building trust, simplifying technology, and enabling smarter ways of working.

Core Responsibilities

• Serve as the front line of IT support, responding to user requests via phone, email, and chat with a helpful, user-focused attitude.
• Log all service requests, incidents, and key details in the IT Service Management system.
• Perform initial triage and troubleshooting for hardware, software, network, and application issues.
• Reset passwords and resolve account-related issues using Active Directory or other enterprise tools.
• Provide first-level support for standard platforms including Microsoft 365 and business-critical applications.
• Use firm-approved remote support tools to troubleshoot and resolve issues efficiently.
• Escalate complex or unresolved tickets to the appropriate support group with complete documentation.
• Clearly guide users through troubleshooting steps in a simple and supportive manner.
• Monitor assigned tickets, ensuring timely follow-up and compliance with defined SLAs.
• Create or update knowledge base articles to support consistent, scalable service.
• Accurately assess and prioritize incidents based on business impact and urgency.
• Promote a positive support experience through effective communication and active listening.
• Collaborate with Tier 2/3 teams to ensure smooth handoff and resolution of escalated issues.
• Support users with AV conferencing tools such as Teams and Zoom.
• Participate in basic device checks and updates to ensure equipment readiness.
• Continuously seek opportunities to improve service quality, user satisfaction, and support processes.
• Adapt quickly to a dynamic support environment, managing multiple issues simultaneously.

Required Qualifications

• Foundational IT training or equivalent experience in a technical support role.
• Understanding of Windows OS, basic networking, and enterprise tools like Active Directory.
• Familiarity with Microsoft 365 applications (Outlook, Excel, Teams, etc.)
• Strong communication skills both written and verbal with a clear focus on user needs.
• A proactive mindset with attention to detail, problem-solving, and documentation.
• Strong commitment to providing high-quality, user-centric service in every interaction.

Preferred Qualifications:

• Experience with ITSM platforms such as ServiceDesk Plus, ServiceNow, or Jira
• Familiarity with remote access tools for diagnostics and issue resolution
• Exposure to vendor tax applications such as CaseWare and CCH Axcess
• Understanding of information security practices and user awareness principles
• ITIL Foundation certification or equivalent is a plus
• Multilingual support capabilities a strong advantage