Helpdesk Analyst

The Helpdesk Analyst provides first-level technical support to end users through voice and non-voice channels. The analyst is expected to follow defined Standard Operating Procedures (SOPs) and ensure timely incident resolution within established service levels. Key Responsibilities Provide Level 1 technical support for end users through voice and non-voice communication channels. Monitor customer infrastructure using tools and SOPs to identify failures and raise tickets based on defined priority and severity. Follow and update runbooks/SOPs for monitoring, tracking, and coordinating service requests to closure. Update SOPs with new troubleshooting instructions and process changes as identified. Escalate or route tickets in accordance with Organizational Level Agreements (OLAs) and defined escalation procedures. Manage and follow up on ticket backlogs to ensure SLA compliance. Collaborate with cross-functional teams for issue resolution and knowledge sharing. Mentor and train new team members on customer infrastructure, processes, and troubleshooting methods. Adhere to ITIL best practices for incident, request, and escalation management. Ensure on-time completion of all mandatory organizational and customer-specific training. Maintain process compliance, documentation accuracy, and adherence to company policies and business conduct guidelines. Required Qualifications Strong interpersonal, written, and verbal communication skills. Ability to follow SOPs and escalate alerts within defined SLAs. Analytical ability to identify and correlate infrastructure failures. Working knowledge of ITIL framework and standard helpdesk processes. Basic technical skills across the following domains: Networking: Understanding of IP addressing, network commands, routers, switches, firewalls, and load balancers. Server: Familiarity with OS utilities, system processes, user management, and patch installation. Storage & Backup: Experience with enterprise storage/backup alert monitoring and related tools. Database: Basic SQL query creation/modification and understanding of OLTP vs. Data Warehouse environments. End User Computing: Active Directory and antivirus management, Office 365 knowledge, and ticketing tool experience (ServiceNow or Remedy). Strong troubleshooting and problem-solving skills. Proficiency in MS Office applications (Excel, Word, PowerPoint, Outlook). Preferred Qualifications Familiarity with infrastructure monitoring tools and Linux/Windows command-line operations. Knowledge of virtualization technologies, system logs analysis, and file system structures (FAT, NTFS). Understanding of backup/recovery operations and storage hardware management. Experience mentoring or providing on-the-job training to new joiners. Exposure to quality analysis and audit-compliance processes. #J-18808-Ljbffr