Helpdesk Analyst

The Helpdesk Analyst provides first-level technical support to end users through voice and non-voice channels.

The analyst is expected to follow defined Standard Operating Procedures (SOPs) and ensure timely incident resolution within established service levels.

• Provide Level 1 technical support for end users through voice and non-voice communication channels.
• Monitor customer infrastructure using tools and SOPs to identify failures and raise tickets based on defined priority and severity.
• Follow and update runbooks/SOPs for monitoring, tracking, and coordinating service requests to closure.
• Update SOPs with new troubleshooting instructions and process changes as identified.
• Escalate or route tickets in accordance with Organizational Level Agreements (OLAs) and defined escalation procedures.
• Manage and follow up on ticket backlogs to ensure SLA compliance.
• Collaborate with cross-functional teams for issue resolution and knowledge sharing.
• Mentor and train new team members on customer infrastructure, processes, and troubleshooting methods.
• Adhere to ITIL best practices for incident, request, and escalation management.
• Ensure on-time completion of all mandatory organizational and customer-specific training.
• Maintain process compliance, documentation accuracy, and adherence to company policies and business conduct guidelines.

• Strong interpersonal, written, and verbal communication skills.
• Ability to follow SOPs and escalate alerts within defined SLAs.
• Analytical ability to identify and correlate infrastructure failures.
• Working knowledge of ITIL framework and standard helpdesk processes.
• Basic technical skills across the following domains:
• Networking:
  Understanding of IP addressing, network commands, routers, switches, firewalls, and load balancers.
• Server:
  Familiarity with OS utilities, system processes, user management, and patch installation.
• Storage & Backup:
  Experience with enterprise storage/backup alert monitoring and related tools.
• Database:
  Basic SQL query creation/modification and understanding of OLTP vs. Data Warehouse environments.
• End User Computing:
  Active Directory and antivirus management, Office 365 knowledge, and ticketing tool experience (Service Now or Remedy).
• Strong troubleshooting and problem-solving skills.
• Proficiency in MS Office applications (Excel, Word, PowerPoint, Outlook).

• Familiarity with infrastructure monitoring tools and Linux/Windows command-line operations.
• Knowledge of virtualization technologies, system logs analysis, and file system structures (FAT, NTFS).
• Understanding of backup/recovery operations and storage hardware management.
• Experience mentoring or providing on-the-job training to new joiners.
• Exposure to quality analysis and audit-compliance processes.