Help Desk Analyst

A help desk analyst is the first point of contact for users needing technical support. They diagnose software and hardware issues, log and track support tickets using ITSM tools like ServiceNow, reset passwords, and escalate complex problems to higher-tier engineering teams. [1, 2]Key Responsibilities

• Incident Management: Answer calls, chats, and emails to log, prioritize, and route user support requests.
• Technical Troubleshooting: Resolve Level 1 hardware, OS, network, and application issues remotely.
• Account Administration: Manage user access rights, create credentials, and process password resets.
• Documentation: Update internal knowledge bases, write user guides, and record resolutions.
• Issue Escalation: Forward advanced technical glitches to specialized Level 2 or Level 3 teams. [1, 2]

Required Skills and Qualifications

• Technical Knowledge: Familiarity with Windows OS, Microsoft 365, basic networking, and PC hardware.
• ITSM Tools: Experience using ticketing systems like ServiceNow or Jira.
• Communication: Strong verbal and written skills to guide non-technical users calmly.
• Problem-Solving: Ability to analyze symptoms and apply standard operating procedures (SOPs).
• Education/Experience: High school diploma or a degree in IT/Computer Science, often paired with 0–2 years of support experience. [1, 2]
• Tamil candidates only

Pay: ₹8,717.19 - ₹44,299.70 per month

Benefits:

• Work from home

Work Location: In person