IT Helpdesk Analyst

Verdantas; Pune District; On-site; INR 420,000 - 560,000; Full time

Job summary

Verdantas is seeking an skilled IT Helpdesk Analyst to join our team in Pune, India. You will deliver seamless IT support across a global environment, resolving technical issues and handling service requests for end users.

The role requires hands-on experience with Windows 10/11, Microsoft 365 apps, ServiceNow, and identity management. You will work with regional teams to ensure timely incident resolution and uphold security, privacy, and compliance standards.

Qualifications

• 6-9 years of experience in a Help Desk or End-User Support role.
• Hands-on experience with Windows 10/11 and Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
• Experience using ServiceNow or a comparable ITSM platform.
• Experience supporting global users across India and U.S. business hours.
• Ability to prioritize requests and work in a fast-paced environment.

Responsibilities

• Serve as the first point of contact for technical assistance via phone, email, chat, and ITSM platform.
• Diagnose and resolve hardware, software, OS, network, mobile device, printer, and peripheral issues.
• Provide remote and onsite support for Windows devices and Microsoft 365 apps.
• Create, categorize, prioritize, update, and close incidents and service requests in ServiceNow.
• Collaborate with IT teams to resolve complex issues and support knowledge sharing.

Skills

Troubleshooting

Remote Support

Phone/Email/Chat Support

Microsoft 365

ServiceNow ITSM

Windows 10/11

Active Directory / Entra ID

PowerShell

Azure

IT Security Awareness

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow ITSM

Microsoft 365

Active Directory / Entra ID

Intune / Azure

PowerShell

Job description

Join Verdantas - A Top #ENR 73 Firm!

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:

• Bachelors 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.

Location and Work Set-up

• Pune, Maharashtra, India
• Work Mode: In office

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.