IT Help Desk Analyst

Key Responsibilities :

• Act as the first line of support for all IT-related requests, including hardware, software, networking, and enterprise applications.
• Triage, prioritize, and resolve issues raised via service desk channels (phone, email, chat, ticketing system).
• Manage incidents end-to-end by documenting, escalating, and following up until resolution.
• Provide support for deployments and operations of customer-facing and corporate IT assets, including network devices, field / mobile applications, and endpoint devices.
• Troubleshoot and support macOS, Windows, and mobile platforms (Android / iOS), ensuring compliance with security and MDM policies.
• Assist with configuration and troubleshooting of Microsoft 365, Office 365, virtual machines, and IT networking.
• Support field-deployed teams in remote environments, ensuring uptime and seamless connectivity.
• Contribute to IT process improvements, documentation, and best practices.
• Participate in rotational shifts, including weekends, with additional compensation / comp-offs for extra coverage.

Required Qualifications & Skills :

(ref : hirist.tech)