IT Helpdesk Analyst

Keka Technologies Private Limited; Pune District; On-site; INR 500,000 - 800,000; Full time

Job summary

Verdantas is looking for an IT Helpdesk Analyst to deliver seamless support across a global environment. You will troubleshoot hardware, software, and network issues, while providing remote and on-site assistance for Windows devices and Microsoft 365 apps.

Ideal candidates have 6–9 years in a help desk or service desk role, hands-on ITSM experience, and the ability to work across India and U.S. hours. Join our proactive team.

Qualifications

• Bachelor's degree in IT/CS or equivalent experience.
• 6–9 years in a Help Desk or similar role.
• Hands-on with Windows 10/11 and Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
• Experience with ITSM (ServiceNow) for incidents and requests.
• Experience supporting global users across India and U.S. business hours.
• Ability to prioritize multiple requests and work well in a fast-paced environment.

Responsibilities

• Serve as the first point of contact for technical assistance via phone, email, chat, and ITSM.
• Diagnose and resolve hardware, software, OS, network, and device issues.
• Provide remote and onsite support for Windows devices and Microsoft 365 apps.
• Document troubleshooting steps, impact, and resolution details.
• Manage incidents and service requests in ServiceNow.
• Collaborate with Infrastructure, Security, Network, and regional teams.

Skills

End-User Support

IT Service Management

Remote & Onsite Support

Communication Skills

Documentation & Knowledge Management

Collaboration Across Teams

Education

Bachelor's degree in IT/CS

Equivalent relevant experience

Tools

ServiceNow

Microsoft 365 Admin

Entra ID / Active Directory

Job description

We at Verdantas, looking for a skilled IT Helpdesk Analyst to join our team.

IT Helpdesk Analyst will be responsible for delivering seamless IT support, resolve technical issues, manage service requests, and support end-user technology across a global environment.

Key Responsibilities:

End-User Support

• Serve as the first point of contact for technical assistance through phone, email, chat, and the IT service management platform.
• Diagnose and resolve hardware, software, operating system, network connectivity, mobile device, printer, and peripheral issues.
• Provide remote and onsite support for Windows devices, Microsoft 365 applications, collaboration tools, VPN, and approved business applications.
• Communicate clearly with users, set expectations, and maintain ownership through resolution or effective escalation.

Incident and Service Request Management

• Create, categorize, prioritize, update, and close incidents and service requests in ServiceNow or a comparable ITSM platform.
• Monitor assigned queues, meet response and resolution targets, and follow established escalation paths.
• Document troubleshooting steps, business impact, resolution details, and user communication accurately.
• Identify recurring issues and raise trends or service risks to the Help Desk Lead.

Identity, Access, and Device Support

• Support approved user onboarding, role changes, offboarding, password resets, MFA enrollment, and access requests.
• Configure, deploy, troubleshoot, refresh, and recover laptops, desktops, mobile devices, and peripherals.
• Maintain accurate device assignment and asset inventory records in accordance with defined processes.
• Follow security, privacy, and compliance requirements while handling access, devices, and company information.

Knowledge, Improvement, and Collaboration

• Create and maintain knowledge articles, standard operating procedures, and user-facing troubleshooting guidance.
• Support technology rollouts, upgrades, onboarding activities, and other service improvement initiatives.
• Collaborate with Infrastructure, Security, Network, Application, and regional support teams to resolve complex issues.
• Provide practical user guidance on technology tools, security awareness, and support best practices.

Education and Experience:

• Bachelor's degree in information technology, Computer Science, or a related field, or equivalent relevant experience
• 6-9 years of experience in a Help Desk, Service Desk, Desktop Support, or End-User Support role.
• Hands-on experience supporting Windows 10/11 and Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Working knowledge of Active Directory or Microsoft Entra ID, user administration, password resets, MFA, and access support.
• Experience using ServiceNow or a comparable ITSM platform for incident and request management.
• Experience supporting global users and collaborating across India and U.S. business hours.
• Ability to prioritize multiple requests, work independently, collaborate across teams, and operate effectively in a fast-paced

Preferred Skills and Certifications:

• Experience with Microsoft Intune, Windows Autopilot, endpoint management, and remote support tools.
• Knowledge of networking fundamentals, VPN troubleshooting, and common enterprise connectivity issues.
• Exposure to Teams Phone, unified communications, PowerShell, Azure, IT asset management, or software licensing.
• Understanding of ITIL practices, cybersecurity principles, identity security, and knowledge management.
• ITIL Foundation, CompTIA A+, Network+, Security+, Microsoft, or comparable industry certification.