IT Helpdesk Analyst

Experience: 3+ years

Location : Navi Mumbai (Seawoods)

Shift Timings: Rotational Shifts (9am-6pm IST/ 12pm-9pm IST)

Work Model : Hybrid (3 days/ week in office)

About Us Founded in 1995, Zema Global Data Corporation empowers organizations to simplify complexity, reduce risk, and make faster, more confident decisions that drive measurable results. Over the past two years, Zema Global has accelerated its growth through strategic investment and acquisition to strengthen our global leadership. Together we’re helping our customers gain a Decisioning Advantage - one bold idea at a time. With a presence across global energy, commodity, and financial markets, Zema Global empowers customers to simplify complexity, reduce risk, and make faster, more confident decisions that drive measurable results.

At Zema Global, we Think Big, Make It Happen, and Win as One. We thrive on collaboration, creativity, and respect, united by a shared drive to innovate and deliver meaningful impact for our customers and communities. If you’re inspired by solving complex challenges and contributing to a culture that values purpose and performance, we invite you to join us

Job Overview The IT Support Analyst - End User will provide Tier 1 and Tier 2 support to all Zema employees and actively contribute to technology projects from an IT Operations perspective. The role combines timely resolution of incidents and service requests with project work to implement and improve IT systems, end user computing devices, collaboration tools and application software. Project responsibilities include gathering requirements, implementation, testing, documentation and transition into operational support.

Responsibilities And Duties

• Provide technical support to end users, utilizing remote access tools to troubleshoot issues on user devices.
• Deploy and administer IT systems in the assigned region, including end-user desktops / laptops, network equipment, voice and video hardware and mobile devices.
• Build and maintain clients’ laptops and other needed devices. Ensure corporate images are reviewed and updated as part of a regular cadence.
• Monitor and respond to IT support tickets in a timely manner.
• Determine user needs and requirements and recommend ways to improve internal systems and processes.
• Proactively participate in IT projects and initiatives as needed, with a laser focus on enhancing customer experience.
• Performing daily health checks and monitoring.
• Coordinate patching of end user devices (Operating System, Application Software) in a timely and automated manner. Report, monitor and remediate as necessary.
• Providing basic training to users on new software or hardware and creating user guides or knowledge base articles.
• Troubleshoot and/or escalate to resolve more complex issues requiring detailed systems and applications knowledge.
• Assist in performing data backups and disaster recovery operations; conduct tests and perform security and quality controls.
• Participate as 24/7 On-Call support.
• Create and maintain department documentation and records.
• Stay current with new technologies and industry trends.

Required Skills And Qualifications

• A minimum of 3-5 years of experience working with End Users and customer support.
• Demonstrated experience participating in technology projects from an IT Operations perspective, including requirements gathering, implementation, testing, documentation and transition into operational support.
• Strong understanding of computer hardware and software operating systems.
• A demonstratable experience of managing Microsoft Office 365 Email and Collaboration tools.
• Basic networking knowledge, analysis and troubleshooting.
• Excellent customer service and communication skills.
• Ability to troubleshoot technical problems effectively.
• A key understanding of IT security practices.
• Experience with virtualization technologies is highly desirable.
• Must have a solid understanding of Windows operating system (desktop and server) and networking fundamentals. Supporting vendor certifications desired.
• Ability to work independently and as part of a team.
• Experience of scripting to automate tasks is advantageous.
• A university degree in Computer Science, college degree with a technical focus, or equivalent.