Infrastructure Support & Helpdesk Analyst

We are seeking results-driven Infrastructure Support & Helpdesk Analyst

As an IT Service Desk Analyst, you are the first point of contact for technical support within the organization. Your role is to provide timely and professional assistance to resolve IT-related issues, helping your colleagues and our customers stay productive and meet their objectives. You take pride in delivering excellent customer service, applying your technical expertise, and ensuring a reliable IT infrastructure. Whether handling first-level queries or escalating more complex challenges or performing maintenance activities, you are committed to maintaining a smooth and efficient IT environment.

The Infrastructure Support & Helpdesk role provides first-level technical support for end-user systems, applications, and network connectivity. Responsibilities include troubleshooting hardware and software issues, managing helpdesk tickets, configuring desktops and laptops, and supporting VPN and remote access setups. The role also involves monitoring system performance and escalating complex issues to higher-level support teams.

Candidates should have 02 years of experience in IT support or helpdesk roles, knowledge of Windows operating systems, Active Directory, and basic networking protocols. Familiarity with tools such as ServiceNow, SCCM, or Splunk is preferred. Certifications like ITIL Foundation, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate are advantageous.

Key responsibilities

Requirements

• Serve as the first point of contact for technical support via phone, email, or chat.
• Log and manage incidents, service requests, and queries in the ticketing system.
• Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, and network problems.
• Escalate unresolved issues to higher support levels or specialized teams as needed.
• Provide support for user account management, such as password resets and access requests.
• Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
• Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
• Contribute to the development and maintenance of the IT knowledge base.
• Deliver excellent customer service and build strong relationships with end-users.
• Monitor system performance and identify potential issues proactively.
• Collaborate with other IT teams to address complex or recurring problems.
• Participate in IT projects, such as system upgrades or deployments, when required.
• Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
• Perform scheduled maintenance, such as software updates, patch installations, and backups.
• Monitor and manage system alerts to address potential issues before they escalate.
• Review and refine service desk documentation and processes regularly for efficiency and accuracy.
• Test business continuity measures, including disaster recovery plans, to ensure readiness.
• Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
• Participate in ongoing training and development to stay current with IT trends and technologies.
• Flexibility to work in a rotating shift pattern, including nights, weekends, and holidays.

• Minimum of 0-2 years of experience in IT support
• Experience in a service desk support role.
• Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
• Knowledge of ITIL frameworks and best practices
• Experience with service desk management tools (e.g., ServiceNow).
• Strong communication, interpersonal, and problem-solving abilities.
• Customer-focused mindset with a commitment to delivering high-quality support.
• Strategic thinking and decision-making.
• Ability to manage multiple priorities and meet deadlines.
• Adaptability to evolving technologies and processes.
• Strong analytical and reporting skills.
• Proficiency in Microsoft Office 365 Support.
• Knowledge of AWS and Azure fundamentals.
• Proficiency in Active Directory and Group Policy Support
• Technical proficiency in Windows Server and Linux (preferable) operating systems

Certifications (highly desirable)

• CompTIA A+, ITIL Foundation, or Microsoft certifications preferred
• ITIL v4 certification preferred