Help Desk Analyst - IAM

Overview

Help Desk Analyst providing IT support and customer service across chat, email and Microsoft Teams, with a path to build IT and IAM expertise.

What you'll do

• Provide Help Desk support by troubleshooting and resolving technical and service-related issues.
• Serve as the primary point of contact for customers, delivering professional, friendly and empathetic support.
• Communicate with customers through multiple channels, including chat, email and Microsoft Teams.
• Deliver high-quality customer service and ensure a positive customer experience with every interaction.
• Manage multiple incidents, requests and priorities in a fast-paced support environment.
• Collaborate with back-office and technical teams to escalate and resolve complex issues effectively.
• Work alongside senior colleagues and mentors to develop technical expertise and industry knowledge.
• Build proficiency in Microsoft 365 applications, particularly Excel, and gain exposure to a variety of technology platforms.
• Participate in continuous learning, training and professional development opportunities.
• Earn and maintain industry-recognized certifications, including Microsoft, Azure and Google Cloud credentials.

What you'll need

• Minimum 1.6 - 2-year Service Desk experience.
• Understanding and implementing ITIL best practices for IT service management.
• Familiarity with IAM concepts and best practices.
• Overview knowledge of Azure and Active Directory.
• Managing user accounts and permissions in the identity and access management system.
• Insight knowledge of working in ServiceNow tool and ServiceNow reporting.
• Flexibility to modify approach and adapt to customer needs.
• Experience modifying approaches and adapting to customer needs.
• Experience in Service Desk role of providing exceptional support and ensuring customer satisfaction.
• Effectively communicating with users and team members.
• Developing and utilizing a knowledge base for faster issue resolution.
• Conducting thorough analyses to prevent recurring issues.
• Strong analytical skills required for resolving technical issues efficiently.
• Providing technical support via remote tools.
• Creating and maintaining detailed documentation for processes and solutions.
• Efficiently managing time to handle multiple tasks and projects.
• Proficient in using spreadsheets and word processing software, such as Microsoft Excel, Microsoft Word and Microsoft Teams.

Nice to have

• Experience working with Windows, Mac or Linux operating systems.
• Troubleshooting and problem-solving expertise.
• Support help desk experience.
• Customer support experience.
• Experience modifying approaches and adapting to customer needs.

Details

• Location: Bangalore, Karnataka, India.
• Work mode: hybrid-friendly culture.