Helpdesk Support Analyst

• Job Responsibilities

  • Deliver high‑touch, white‑glove technical support to internal users.
  • Respond to client issues with a strong sense of urgency—via phone, email, or ticketing system.
  • Provide world‑class service throughout the issue lifecycle.
  • Collaborate with engineering teams and product owners when escalations are required.
  • Take full ownership of cases from initiation through resolution, ensuring proactive updates.
  • Maintain strong ticket hygiene: proper categorization, detailed notes, backlog management.
  • Keep documentation current by updating knowledge base articles.
  • Identify opportunities to improve processes and propose more strategic, efficient workflows.
  • Develop subject‑matter expertise in supported technologies such as:
  • • Messaging (Exchange, etc.)
    • Zoom
    • SharePoint
    • macOS
    • Unix
    • Voice systems
    • Mobile technologies
    • Other enterprise tools and platforms

  Basic Qualifications

  • High school diploma required.
  • Minimum 2 years of enterprise-level technical support experience, ideally including phone support.
  • Strong technical knowledge and troubleshooting experience with:
  • • Microsoft Windows (7, 10, 11)
    • Zoom
    • Networking (LAN/WAN, enterprise domain environments)
    • Windows desktop/server OS
    • Active Directory
    • Microsoft Outlook
    • Microsoft Office Suite (Word, Excel, PowerPoint)
    • Basic understanding of Citrix, VMware, VDI, and other virtualization technologies
    • iOS and Android application troubleshooting
  • Excellent communication skills and strong command of English.
  • Demonstrated customer‑service focus and ownership mindset.
  • Team‑oriented, collaborative, self‑motivated, and eager to learn.
  • Flexibility to support occasional 24?7 shift rotations for business continuity or critical events.
  • For language‑specific support roles, shift hours align with the region of coverage.

  Preferred Qualifications

  • At least 2 years supporting Microsoft 365 Suite, iOS, and Android technologies.
  • Experience supporting VIP or executive-level users.

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