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IT Help Desk Analyst

Actively Reviewing the Applications

Aceolution

India, Tamil Nadu, Coimbatore Contract On-site
Posted 13 hours ago • Apply by May 31, 2026

Job Description

We are looking for a proactive and customer-focused IT Help Desk Engineer to provide first-level technical support to global clients. The candidate should have hands-on experience in an IT help desk or technical support environment and be comfortable working in a 24/7 support process.


Key Responsibilities

  • Provide Level 1 technical support to users across global locations.
  • Diagnose and troubleshoot Windows OS-related issues (Windows 10/11).
  • Handle basic network troubleshooting (LAN/WAN, VPN, DNS, DHCP, IP configuration).
  • Manage user accounts in Active Directory (AD):
  • User creation and deletion
  • Password resets
  • Group policy updates
  • Account lock/unlock
  • Manage incidents and service requests using a ticketing tool (ServiceNow, Jira, Freshservice, etc.).
  • Escalate complex issues to Level 2/3 support teams when required.
  • Maintain proper documentation of incidents, resolutions, and SOPs.
  • Ensure SLA adherence and timely resolution of tickets.
  • Provide remote support using standard remote access tools.


Required Skills & Technical Competencies

  • Experience in Technical Support or IT Help Desk Support (1–3 years preferred).
  • Strong knowledge of:
  • Windows OS troubleshooting
  • Basic networking concepts (TCP/IP, DNS, DHCP)
  • Active Directory user management
  • Experience working with ticketing systems.
  • Understanding of Microsoft 365 / Google Workspace is an added advantage.
  • Basic knowledge of hardware troubleshooting (laptops, desktops, printers).
  • Good verbal and written communication skills.


Soft Skills

  • Strong problem-solving ability.
  • Customer-oriented mindset.
  • Ability to work under pressure in a 24/7 rotational environment.
  • Good time management and multitasking skills.


Eligibility Criteria

  • Diploma / Bachelor’s Degree in Computer Science, IT, or related field.
  • Willingness to work in rotational shifts (including night shifts).
  • Experience supporting global clients is an added advantage.

Required Skills

Communication Network Troubleshooting Networking Time Management Multitasking Troubleshooting Documentation Technical Support Active Directory Hardware Troubleshooting SLA Adherence Windows User Management SOPs Windows OS Hardware Google Workspace DHCP DNS Laptops TCP Password Help Desk Basic Networking Printers User accounts Networking concepts Directory Remote Support Ticketing Systems Desktops Ticketing Tool Ticketing Remote Access Computer Science User Creation Written Communication
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