Information Technology Help Desk Analyst

Sol-Millennium Medical Group; Hyderabad; On-site; INR 300,000 - 500,000; Full time

Job summary

A leading medical equipment company located in Hyderabad seeks an Entry-level IT Helpdesk Analyst for frontline IT support. This role involves assisting users with macOS and Windows issues, managing tickets through Salesforce Service Cloud, and effective communication with international stakeholders. Ideal candidates will have strong technical support skills and a soft-spoken demeanor. This full-time position offers an opportunity to grow within a global organization.

Qualifications

• Excellent verbal and written communication in English.
• Experience in providing IT support for macOS and Windows.
• Ability to manage multiple tickets and requests efficiently.

Responsibilities

• Serve as the first point of contact for all IT-related queries.
• Provide remote assistance using Zoom and Teams.
• Guide users on secure password practices and endpoint protection.

Skills

Communication skills

Remote assistance

Technical troubleshooting

Soft-spoken demeanor

Tools

Salesforce Service Cloud

Jira

Remedy

Job description

Overview

The IT Helpdesk Analyst – L1 Support is the initial point of contact for internal IT support issues across SOLM. This role provides frontline support to a global user base across multiple time zones and technologies, with emphasis on macOS, Windows, and SaaS tools. The analyst logs and manages tickets via Salesforce Service Cloud, provides timely responses, and delivers an excellent end-user experience. The role requires outstanding communication skills, a calm and soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.

Responsibilities

• End-User Support: Serve as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud (ticketing system).
• Support end-users across macOS and Windows 10/11 environments.
• Provide remote assistance using Zoom, Teams, and other collaboration tools.
• Assist with access issues, password resets, MFA support, and basic software troubleshooting.
• Troubleshoot hardware and software issues related to:
• Office 365 (Outlook, Teams, OneDrive)
• VPN, RDP, internet/network connectivity
• Printing, conference room equipment, endpoint configurations
• Escalate unresolved technical issues to L2/L3 support based on standard SLAs.
• Record all actions, communications, and outcomes in the ticketing system.
• Stakeholder Engagement & Communication: Communicate technical solutions clearly to users with varying technical skill levels; maintain professionalism when working with international colleagues and leadership; exhibit excellent verbal and written English communication with a courteous and empathetic approach.
• Collaborate with internal teams and support global operations across North America, EMEA, LATAM, and APAC regions.
• Device and Access Management: Assist with user onboarding/offboarding (Active Directory, Azure AD, O365); perform basic macOS user configuration and application setup; coordinate device provisioning, handoffs, and return logistics; track assets in alignment with company inventory procedures.
• Security and Compliance: Guide users on secure password practices and endpoint protection basics; detect and report unusual behavior or phishing incidents to the security team; ensure compliance with IT security policies in daily support tasks; evaluate and recommend new technologies and solutions to improve operations; drive innovation and continuous improvement within the IT infrastructure; plan and execute technology upgrades and modernization efforts; implement backup solutions and ensure data integrity and availability.
• Vendor Management and Collaboration: Manage relationships with vendors and service providers; evaluate and select third-party solutions and services; coordinate with external partners for support and services; ensure vendor deliverables meet organizational standards and requirements.
• Communication Skills: Effective communication—clearly articulate technical concepts and solutions to both technical and non-technical stakeholders; soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.

Technical Skills

• Operating Systems: Windows 10/11, Windows Servers, macOS
• ITSM Tools: Salesforce Service Cloud (must), Jira, Remedy
• Endpoint Security: Awareness of antivirus, phishing alerts, and endpoint monitoring

Job Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Medical Equipment Manufacturing
• Location: Hyderabad, Telangana, India