Help Desk Analyst

Web Jeevan; Delhi; On-site; INR 300,000 - 420,000; Full time

Job summary

Web Jeevan is seeking a skilled Help Desk Analyst to join our dynamic IT support team. You will troubleshoot hardware and software issues, manage tickets, provide clear guidance to users, and deliver timely solutions that keep operations running smoothly across our organization and for clients.

You will collaborate with IT colleagues, document resolutions, and contribute to knowledge bases while upholding excellent customer service and security practices in a fast-paced environment.

Qualifications

• 6 months of experience in a help desk or technical support role.
• Proficient in diagnosing hardware, software, and basic networking.
• Excellent verbal and written communication.
• Customer-focused and patient with users of varying technical expertise.
• Familiarity with Windows and macOS troubleshooting.

Responsibilities

• Diagnose and resolve hardware, software, and network issues for clients and employees via phone, email, or remote tools.
• Log, prioritize, and track support tickets in the help desk system, ensuring timely resolution and follow-up.
• Guide users through step-by-step solutions for common IT issues, including software installation and configuration.
• Perform routine maintenance tasks, such as updating software, applying patches, and monitoring system performance.
• Create and update knowledge base articles, user guides, and technical documentation.
• Escalate complex issues to senior IT staff while maintaining clear communication with the end user.
• Maintain a professional and positive attitude, ensuring a high level of customer satisfaction in every interaction.
• Assist in training employees on new systems or software to enhance their productivity.
• Ensure adherence to company IT policies and security protocols, including password resets and access management.
• Work closely with IT teams to implement new technologies and improve support processes.

Skills

Windows troubleshooting

macOS troubleshooting

Networking basics

Verbal communication

Written communication

Customer service

Education

CompTIA A+ certification

ITIL Foundation

Microsoft Certified Professional

Tools

Ticketing system

Remote support tools

Job description

Web Jeevan is seeking a skilled and dedicated Help Desk Analyst to join our dynamic IT support team. In this role, you will provide exceptional technical support to our clients and employees, ensuring seamless operations and high satisfaction. You will troubleshoot hardware and software issues, manage ticketing systems, and deliver timely solutions. This position requires strong problem-solving skills and a customer-focused mindset. Join us to grow your career in a fast-paced, innovative environment where your contributions make a real impact.

Roles and Responsibilities

• Technical Support: Diagnose and resolve hardware, software, and network issues for clients and employees via phone, email, or remote tools.
• Ticket Management: Log, prioritize, and track support tickets in the help desk system, ensuring timely resolution and follow-up.
• User Assistance: Guide users through step-by-step solutions for common IT issues, including software installation and configuration.
• System Maintenance: Perform routine maintenance tasks, such as updating software, applying patches, and monitoring system performance.
• Documentation: Create and update knowledge base articles, user guides, and technical documentation to improve support efficiency.
• Escalation Handling: Escalate complex issues to senior IT staff while maintaining clear communication with the end user.
• Customer Service: Maintain a professional and positive attitude, ensuring a high level of customer satisfaction in every interaction.
• Training Support: Assist in training employees on new systems or software to enhance their productivity.
• Security Compliance: Ensure adherence to company IT policies and security protocols, including password resets and access management.
• Collaboration: Work closely with IT teams to implement new technologies and improve support processes.

Qualifications and Skills

• Technical Knowledge: Proficiency in troubleshooting Windows and macOS systems, common software applications, and basic networking (TCP/IP, DNS).
• Experience: Minimum of 6 months of experience in a help desk or technical support role.
• Communication Skills: Excellent verbal and written communication to interact with users of varying technical expertise.
• Problem-Solving: Strong analytical skills to diagnose and resolve technical issues efficiently.Customer Focus: Ability to provide patient, empathetic, and professional support to ensure user satisfaction.
• Certifications: Preferred certifications include CompTIA A+, ITIL Foundation, or Microsoft Certified Professional.
• Teamwork: Ability to collaborate effectively with IT teams and other departments.

Job Details

• Job Type: Full-time / Freelance / Part-time / Contract
• Experience: Minimum 6 months of relevant experience