It Help Desk Analyst/L1

Computacenter; Dadri; On-site; INR 300,000 - 540,000; Full time

Job summary

Computacenter invites applications for a technical leadership role in its Digital Infrastructure group, based in India. The role focuses on enterprise-grade full stack application development and cloud-native solutions within a shared service model, with exposure to Microsoft technologies and modern engineering practices.

You will handle first-level support, troubleshoot issues, and guide end-users while coordinating with Level 2 teams to resolve complex incidents.

Qualifications

• Provide first-level troubleshooting for hardware, software, and peripherals.
• Assist users with password resets and account access.
• Escalate unresolved issues to Level 2 or appropriate teams.
• Log and track support requests using the IT ticketing system.
• Follow documented procedures and contribute to internal knowledge base articles.
• Maintain professionalism and clear communication with end-users.

Responsibilities

• Respond to incoming support requests via phone, email, or ticketing system.
• Provide first-level troubleshooting for hardware, software, and peripheral issues.
• Assist users with password resets, account access, and basic configuration support.
• Escalate unresolved issues to Level 2 or appropriate technical teams.
• Log and track support requests using the IT ticketing system.
• Follow documented procedures and contribute to internal knowledge base articles.
• Maintain professionalism and clear communication with end-users.

Skills

Technical support

Troubleshooting

User assistance

Remote support

Ticketing systems

Communication

Tools

IT ticketing systems

Remote Desktop Protocol (RDP)

TeamViewer

AnyDesk

Microsoft 365

Job description

Role & responsibilities

Life on the Team

A fantastic opportunity has arisen for a technical leadership role to join Computacenters dynamic and rapidly expanding Digital Infrastructure group. Successful applicants will be joining a truly global organisation, delivering services into over 70 countries worldwide, with major offices across Europe, the Americas, Africa and Asia; a recognised leader of the IT services business with a unique vendor-independent, infrastructure-focused perspective on the market.

You’ll get to work with some of the most talented and passionate people in the business. You’ll have the opportunity to apply your knowledge to some of the highest profile projects and customers in the market from our Computacenter office in Bangalore.

This role will be primarily focused on delivering enterprise-grade full stack application development, cloud-native solutions, and digital transformation initiatives within a shared service delivery model.

With open access to thought leaders and major industry players, you’ll gain exposure to cutting-edge Microsoft technologies and modern engineering practices that will help advance your technical and leadership skills.

What You’ll Do

• Respond to incoming support requests via phone, email, or ticketing system.
• Provide first-level troubleshooting for hardware, software, and peripheral issues.
• Assist users with password resets, account access, and basic configuration support.
• Escalate unresolved issues to Level 2 or appropriate technical teams.
• Log and track support requests using the IT ticketing system.
• Follow documented procedures and contribute to internal knowledge base articles.
• Maintain professionalism and clear communication with end-users.

What You’ll Need

Common troubleshooting:

Blue screen errors/ System slowness/ Driver updates

User profile issues - Basic command-line commands (e.g., ipconfig, ping, sfc /scannow)

• Monitor/display issues
• Printer connectivity and paper jams
• Peripherals not being recognized (keyboard, mouse, USB devices)

Networking Fundamentals

• Understanding of:
• IP addresses/DHCP, DNS
• Basic commands: ping/ipconfig /all/tracert
• Troubleshooting: No internet access/Slow network speeds/Wi-Fi vs Ethernet issues

User Account Management

• Password resets (especially in Active Directory environments)
• Locked user accounts/ Permissions and access rights (read/write/share)
• Understanding of user groups and roles

Email & Microsoft 365 Basics

• Setting up Outlook profiles
• Troubleshooting send/receive issues
• Understanding shared mailboxes and calendars

Familiarity with:

• Remote Desktop Protocol (RDP)
• TeamViewer, AnyDesk, or similar
• Assisting users remotely with system access, installations, or issue replication

IT Ticketing Systems

• Basic understanding of:
• Creating, updating, and closing tickets
• Prioritizing tickets (P1–P4)
• Documenting troubleshooting steps

  Note: Mobile Phone browsing is not allowed on the floor