Information Technology Analyst

CACTUS Communications; Mumbai; On-site; INR 420,000 - 620,000; Full time

Job summary

CACTUS Communications in Mumbai, Maharashtra, invites an experienced Desktop Support Analyst to join our IT team. You will provide L2 support for Windows desktop/laptop environments, handle incidents via ITSM tools, and assist end-users through phone, email, chat, and remote sessions.

The role requires 3–5 years of hands-on experience, strong AD, Office 365, Exchange Online, and Teams skills, and a proactive mindset for 24x7 support.

Qualifications

• Bachelor's degree in B.Sc., BCA, B.Tech, BE, or equivalent.
• 3-5 years of desktop support / helpdesk experience.
• Proficient with Windows OS, Office 365, Exchange Online, Active Directory, Skype/Teams, OneDrive.
• Experience with hardware troubleshooting and peripheral support.
• Familiar with remote support tools and enterprise ticketing systems.
• Strong problem-solving and communication skills; able to work in 24x7 support.

Responsibilities

• Provide L2 desktop and IT support to end-users via phone, email, chat, and remote tools.
• Install, configure, and support Windows desktop/laptop environments.
• Troubleshoot hardware, software, Office 365, Exchange, AD, printer, and basic network issues.
• Manage incident and service request lifecycle to meet SLAs.
• Perform remote troubleshooting, root cause analysis, and coordinate escalations.
• Support laptop imaging, deployment, configuration, and asset management.
• Maintain technical documentation, SOPs, and knowledge base articles.
• Ensure IT security policies, patching, antivirus, and endpoint protection standards.
• Prepare incident reports and trend analyses as required.

Skills

Windows OS

Office 365

Exchange Online

Active Directory

Remote support tools

Communication skills

Customer service

24x7 support

Education

Bachelors in B.Sc., BCA, B.Tech, BE or equivalent

Tools

ITSM ticketing systems

Remote troubleshooting tools

Laptop hardware diagnostics

Endpoint security tools

Job description

Role & responsibilities

• Install, configure, and support Windows desktop/laptop environments (MacOS/Linux exposure is a plus).
• Provide L2 technical support to end-users via phone, email, chat, and remote tools.
• Troubleshoot and resolve hardware, software, Office 365, Outlook/Exchange, Active Directory, printer, and basic network issues.
• Manage incident and service request lifecycle using ITSM/ticketing tools, ensuring SLA adherence.
• Perform remote troubleshooting, root cause analysis, and coordinate escalations to internal SMEs or external vendors.
• Support laptop imaging, deployment, configuration, and asset management activities.
• Maintain and update technical documentation, SOPs, and knowledge base articles.
• Ensure compliance with IT security policies, patching, antivirus, and endpoint protection standards.
• Communicate effectively with users, providing timely updates and resolution status.
• Prepare incident reports, trend analysis, and operational documentation as required.

Must Have Skills:

• Bachelors degree in B.Sc., BCA, B.Tech, BE, or equivalent experience.
• 3-5 years of experience in Desktop Support / IT Support Analyst / Helpdesk role.
• Strong hands-on experience with Windows OS, Office 365, Exchange Online, Active Directory, Skype/Teams, OneDrive.
• Experience in hardware troubleshooting, laptop configuration, and peripheral support.
• Familiarity with remote support tools and enterprise ticketing systems.
• Excellent problem-solving, communication, and customer-handling skills.
• Willingness to work in a 24x7 support environment.

Preferred Skills:

• Exposure to Linux environments
• Knowledge of Active Directory user/group/DL management.
• Experience with ITIL-based processes; ITIL/Microsoft certifications are a plus.
• Familiarity with endpoint security and patch management tools.