IT Helpdesk Administrator

Job Description

Boku Inc. (BOKU.L) is the leading global provider of local mobile-first payments solutions. Global brands including Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent rely on Boku to reach millions of new paying consumers who do not use credit cards with our purpose-built payment network of more than 300 local payment methods across 70+ countries. Every year, Boku processes over $10 billion in value for our customers. Incorporated in 2008, Boku is headquartered in London and San Francisco and has employees in over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE. Boku is a truly global company that takes pride in its diversity and thriving equal opportunity workplace. Role : Helpdesk Administrator Department: IT Reports to: Service Desk Manager Role Purpose We are seeking a proactive and self-motivated Helpdesk Administrator to support our Mumbai office and global IT operations. This individual will be responsible for providing on-site support, ensuring smooth IT operations, and playing a key role in onboarding/offboarding, issue resolution, and contributing to global initiatives. This position is ideal for someone who is eager to grow their IT career in a dynamic, fast-paced environment and values ownership and initiative. Key Responsibilities Provide daily on-site IT support for the Mumbai office (4 days/week from office). Handle global and local user support requests via the IT ticketing system. Ensure prompt setup and support for onboarding and offboarding processes, including laptop provisioning, account setup, and access control. Troubleshoot and resolve hardware, software, and network-related issues across Mac and Windows environments. Maintain inventory of IT assets in the Mumbai office; ensure records are accurate and updated. Coordinate with the global IT team for issue escalation and project participation. Support local implementation of security and compliance initiatives (e.g. ISO 27001). Ensure conference rooms and shared tech infrastructure are fully operational. Monitor and maintain printer, networking, and AV systems. Take ownership of IT documentation and local IT process improvements. Communicate effectively with employees and IT teams, ensuring transparency and timely resolution of issues. Additional duties may be assigned based on project requirements, business needs, or team priorities. These are part of the expected responsibilities of the role. Measures of Success Ticket Response Time: 90% of tickets acknowledged within SLA (e.g., 30 minutes). Ticket Resolution Time: 80% of tickets resolved within SLA. User Satisfaction: 90% positive feedback on internal support surveys. Onboarding Setup Accuracy: 100% of new hires fully provisioned on Day 1. Asset Accuracy: Maintain 98%+ inventory accuracy. Documentation Quality: Processes documented, reviewed quarterly. Proactivity: Evidence of self-initiated improvements or issue resolution monthly. Participation in project-based work and covering team tasks is expected and forms part of the core responsibilities. Key Skills and Competencies Familiarity with Microsoft 365 admin tools and services. Competency with Apple macOS and Windows operating systems. Experience using IT Service Management (ITSM) platforms (e.g., Jira, ServiceNow). Knowledge of basic networking (IP, DNS, VPN, Wi-Fi). Experience with onboarding/offboarding IT processes. Strong time management, organizational skills, and attention to detail. Excellent communication skills in English, both written and verbal. A proactive, self-driven attitude with the ability to work independently. Problem-solving mindset with a commitment to continuous improvement. Qualifications ITIL Foundation certification. CompTIA A+/Network+ or equivalent. Familiarity with ISO 27001 or other compliance frameworks.