It Help Desk Analyst

SDG is a global cybersecurity, identity governance, risk consulting and advisory company that advises and partners with clients to address their complex security, compliance and technology needs and delivers on strategy, transformation, and long-term management of their cybersecurity and IAM programs. We help some of the largest brands in the world realize their business vision through a mix of strategic advice, expert systems integration, relevant technology recommendations and smart managed services. Our value proposition to our customers is that we bring thought leadership to the table in each of our domains, a passion for customer success, and an eye to risk management in everything we do. We are looking for you to join our SDG family! We are seeking a highly skilled and experienced IdentityNow Engineer to join our team. As an IdentityNow Engineer, you will be responsible for designing, implementing, and maintaining the identity and access management (IAM) infrastructure. You will collaborate with cross-functional teams to ensure the secure and efficient management of identities, access rights, and application onboarding processes.

Looking for notice serving candidates or immediate available.

Position: Help Desk Analyst

Experience: 1+yrs

Location: Noida

Shift Timing: 24*7

We are seeking a Service Desk Analyst with around 1 year of hands-on experience in IT support and user management. The role involves providing first-level technical assistance, managing user access, and ensuring smooth IT operations.

Key Responsibilities:

• Provide L1 technical support via email, chat, or phone.
• Log and track incidents/service requests and ensure timely resolution.
• Troubleshoot basic hardware, software, and network connectivity issues.
• Handle user account management ID creation, password resets, group access, and permissions through Active Directory and related tools.
• Escalate complex issues to higher-level support teams when needed.
• Maintain documentation and update the knowledge base.

Required Skills:

• Experience with ITSM tools (ServiceNow, JIRA, or Freshservice).
• Working knowledge of Active Directory, MS Outlook, Windows OS, and Office 365.
• Strong communication, customer service, and problem-solving skills.
• Flexible to work in 24x7 shifts without exceptions

Qualification:

• Graduate in IT or related field.
• ITIL Foundation certification preferred.