Information Technology Help Desk Analyst

Salesforce Service Cloud

communication skills

• End-User Support

• Serve as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud (ticketing system).
• Support end-users across macOS and Windows 10/11 environments.
• Provide remote assistance using Zoom, Teams, and other collaboration tools.
• Assist with access issues, password resets, MFA support, and basic software troubleshooting.

• Issue Troubleshooting & Escalation

• Troubleshoot hardware and software issues related to:
• Office 365 (Outlook, Teams, OneDrive)
• VPN, RDP, internet/network connectivity
• Printing, conference room equipment, endpoint configurations
• Escalate unresolved technical issues to L2/L3 support based on standard SLAs.
• Record all actions, communications, and outcomes in the ticketing system.

• Stakeholder Engagement & Communication

• Communicate technical solutions clearly to users with varying technical skill levels.
• Maintain professionalism when working with international colleagues and leadership.
• Exhibit excellent verbal and written English communication with a courteous and empathetic approach.
• Collaborate with internal teams and support global operations across North America, EMEA, LATAM, and APAC regions.

• Device and Access Management

• Assist with user onboarding/offboarding (Active Directory, Azure AD, O365).
• Perform basic macOS user configuration and application setup.
• Coordinate device provisioning, handoffs, and return logistics.
• Track assets in alignment with company inventory procedures.

• Security and Compliance

• Guide users on secure password practices and endpoint protection basics.
• Detect and report unusual behavior or phishing incidents to the security team.
• Ensure compliance with IT security policies in daily support tasks.
• Evaluate and recommend new technologies and solutions to improve operations.
• Drive innovation and continuous improvement within the IT infrastructure.
• Plan and execute technology upgrades and modernization efforts.
• Implement backup solutions and ensure data integrity and availability.

• Vendor Management and Collaboration

  :
• Manage relationships with vendors and service providers.
• Evaluate and select third-party solutions and services.
• Coordinate with external partners for support and services.
• Ensure vendor deliverables meet organizational standards and requirements.

• Communication Skills

  :

• Effective Communication

  : Clearly articulate technical concepts and solutions to both technical and non-technical stakeholders.

• Soft-spoken demeanor

  , and the ability to liaise effectively with

  regional stakeholders and internal teams

  in a professional, culturally sensitive manner.

Essential

• Bachelor's Degree in Computer Science, Information Technology, or equivalent.
• 3-5 years in an IT Helpdesk or Desktop Support role.
• Soft-spoken and user-friendly demeanor – with an empathetic approach.
• Multi-regional collaboration – ability to support and engage across global teams.
• Problem-solving mindset – proactive, patient, and calm under pressure.
• Flexible to work on different time zone.

Technical qualifications

• Exposure to ticketing systems like

  Salesforce Service Cloud

  , Jira, or ServiceNow.

• Technical Skills

• Operating Systems:

  Windows 10/11, Windows Servers, macOS (basic to

intermediate level)

• ITSM Tools:

  Salesforce Service Cloud (must), Jira, Remedy

• Collaboration Tools:

  Microsoft 365, Teams, OneDrive, Zoom, Slack

• User Access:

  Active Directory, Azure AD, MFA tools

• Endpoint Security:

  Awareness of antivirus, phishing alerts, and endpoint monitoring

basics