Helpdesk Associate

The Hackett Group; Hyderabad; Hybrid; INR 300,000 - 600,000; Full time

Job summary

The Hackett Group is seeking a proactive Helpdesk Associate to provide first-line IT support for end users. You will troubleshoot Windows 11 issues, assist with VPN connectivity, and manage Office 365 applications with strong communication skills.

The role requires 2–4 years in IT helpdesk or desktop support, familiarity with ITSM tools, and a customer-focused mindset to resolve tickets within SLAs.

Qualifications

• 2–4 years of experience in IT Helpdesk or Desktop Support.
• Strong knowledge of Windows 11 OS and troubleshooting.
• Experience with software installation and configuration.
• Hands-on experience with VPN troubleshooting.
• Familiarity with Microsoft 365 applications.
• Experience with user account management and identity administration.
• Familiarity with ITSM tools.
• Excellent verbal and written communication skills.
• ITIL Foundation certification or familiarity with ITIL practices.

Responsibilities

• Provide first-level support by handling and resolving helpdesk tickets within defined SLAs.
• Troubleshoot and resolve issues related to Windows 11, software applications, and system access.
• Install, configure, and maintain software applications on user systems.
• Diagnose and resolve VPN connectivity issues.
• Provide support for Microsoft Office applications (Outlook, Teams, Word, Excel, etc.).
• Manage user accounts: creation, mailbox setup, license assignment, termination and de-licensing.
• Maintain accurate documentation of incidents, requests, and resolutions in the ITSM tool.
• Escalate complex issues to appropriate teams when necessary.
• Ensure adherence to IT policies, security standards, and compliance requirements.
• Provide excellent customer service and maintain effective communication with users.

Skills

Windows 11 troubleshooting

VPN troubleshooting

Office 365 / Microsoft 365

User account management

ITSM tools

Strong communication

Problem solving

Desktop support

Active Directory / Entra ID

Education

Bachelors (IT/CS)

Tools

ITSM tools

Azure AD / Entra ID

VPN clients

Job description

Helpdesk Associate (IT Support)

Job Summary

We are seeking a proactive and customer-focused Helpdesk Associate to provide first-level technical support to end users. The ideal candidate will be responsible for handling helpdesk tickets, troubleshooting technical issues, and managing user accounts within the organization. This role requires strong communication skills, technical expertise, and a commitment to delivering high-quality support.

Key Responsibilities

• Provide first-level support by handling and resolving helpdesk tickets within defined SLAs
• Troubleshoot and resolve issues related to Windows 11, software applications, and system access
• Install, configure, and maintain software applications on user systems
• Diagnose and resolve VPN connectivity issues
• Provide support for Microsoft Office applications (Outlook, Teams, Word, Excel, etc.)
• Manage user accounts, including:
• User account creation and provisioning
• Mailbox setup and configuration
• License assignment and management
• Account termination and de-licensing
• Maintain accurate documentation of incidents, requests, and resolutions in the ITSM tool
• Escalate complex issues to appropriate teams when necessary
• Ensure adherence to IT policies, security standards, and compliance requirements .
• Provide excellent customer service and maintain effective communication with users.

Required Skills & Qualifications

• 2-4 years of experience in IT Helpdesk or Desktop Support
• Strong knowledge of Windows 11 OS and troubleshooting
• Experience with software installation and configuration
• Hands-on experience with VPN troubleshooting
• Good understanding of Microsoft Office 365 / Microsoft 365 applications
• Experience with user account management and identity administration
• Familiarity with ITSM tools
• Strong problem-solving and analytical skills
• Excellent verbal and written communication skills

Preferred Qualifications

• Experience with Active Directory / Microsoft Entra ID (Azure AD)
• Basic knowledge of networking concepts
• ITIL Foundation certification or familiarity with ITIL practices

Work Environment

• Willingness to work in shifts (if required)
• Ability to support remote and on-site users

Key Competencies

• Customer-centric mindset
• Ability to multitask and prioritize effectively
• Attention to detail
• Team collaboration and accountability