Help dest analyst

About the Role

A **help desk analyst** is the main point of contact for users who need technical support with computer hardware, software, or networks. \[1, 2]You can learn more about career paths and expectations in the comprehensive guide by Coursera, or review detailed day\-to\-day duties on Freshworks. \[1, 2]Key Responsibilities * **Answer support requests:** Receive incoming calls, emails, chats, or tickets from users. * **Troubleshoot issues:** Diagnose and fix problems with Windows/Mac operating systems, printers, VPNs, and Microsoft 365 apps. * **Manage accounts:** Reset passwords, create new user profiles, and update access permissions via Active Directory. * **Track and log tickets:** Record all issues, steps taken, and final resolutions in ticketing software like ServiceNow or Jira. * **Escalate complex problems:** Send unresolved or advanced technical issues to Level 2 or Level 3 IT teams. * **Maintain documentation:** Write clear notes, FAQs, and guides to help users solve recurring problems. \[1, 2, 3] Required Skills * **Technical knowledge:** Familiarity with Windows 10/11, basic networking (DNS, TCP/IP, DHCP), and Active Directory. * **Ticketing tools:** Experience using software like ServiceNow, Jira Service Management, or BMC Remedy. * **Communication:** Ability to explain technical fixes in simple, easy\-to\-understand language. * **Problem\-solving:** Skill in asking the right questions to find the root cause of an IT issue. * **Customer service:** Patience and a helpful attitude when dealing with frustrated users. \[1, 2, 3, 4] Qualifications * **Education:** A high school diploma with IT training, an associate degree, or a bachelor’s degree in computer science or information technology. * **Experience:** 1 to 3 years of experience in technical support, IT operations, or a customer\-facing help desk role. * **Certifications:** Microsoft certifications or ITIL Foundation training are helpful extras. \[1, 2, 3] If you are writing a job posting or preparing for an interview, tell me: * Are you writing a **job description for hiring**, or **preparing for an interview**? * What **specific software or tech stack** does your company use I can tailor this description or give you targeted questions. **\* Tamil candidates only** Pay: ₹12,041\.03 \- ₹66,319\.37 per month Benefits: * Food provided Work Location: In person