Help Desk Analyst

About the Company

A reputed European manufacturing firm is setting up its IT help desk operations in India and seeks candidates to join as Help Desk Analysts. This role serves as the initial contact point for company employees requiring IT assistance in a well-established global business context.

Role Overview

As a Help Desk Analyst, your primary responsibility will be to manage and resolve internal IT support tickets promptly, ensuring service level agreements (SLAs) are met and maintained.

Key Responsibilities

• Manage and resolve incoming IT support requests involving hardware, software, and access issues.
• Handle password resets, grant access permissions, and troubleshoot general application errors.
• Escalate more complex problems to higher-tier support teams with comprehensive documentation.
• Monitor ticket queues actively to adhere to established SLA timelines.
• Maintain detailed records in ticketing systems and contribute to a centralized knowledge base.
• Engage in follow-ups to confirm resolution of user-reported issues.

Candidate Profile

• 1 to 5 years of professional experience in help desk, IT support, or service desk functions.
• Proficient in diagnosing issues related to common operating systems, hardware, and software.
• Disciplined in handling ticket workflows and comfortable operating under SLA constraints.
• Effective verbal and written communication skills in English and capable of working reliably in a remote setup.

Preferred Skills

• Hands-on experience with help desk management tools such as ServiceNow, Freshservice, or Jira Service Management.
• Basic understanding of Active Directory, VPN configurations, and endpoint management.
• Prior exposure to IT environments within manufacturing or shared services sectors is an advantage.

Employment Benefits

• Join a dedicated help desk team within an India shared-services center for a European manufacturing organization.
• Opportunity to work remotely with pan-India hiring scope and long-term career prospects.
• Stable and process-oriented IT environment featuring defined escalation procedures.
• Single application submission considered for this role and matching future opportunities.

Hiring Process

The recruitment process includes HR screening, an assignment task, two rounds of leadership interviews, and an evaluation of cultural fit.