Helpdesk Analyst

Role DescriptionWe are looking for a customer-focused and technically capable Helpdesk Analyst to provide reliable IT support and ensure a smooth day-to-day technology experience for users. The role is responsible for responding to technical issues, troubleshooting hardware and software problems, and supporting users across a range of IT services.Key responsibilities include:Serve as the first point of contact for IT-related questions, incidents, and service requests.Diagnose and resolve common hardware, software, network, account, and access issues.Provide clear, professional, and timely support through service desk channels.Create, update, prioritize, and track tickets in accordance with support procedures and service standards.Assist with user account administration, password resets, permissions, and system access.Support the setup, configuration, maintenance, and troubleshooting of computers, peripherals, and standard applications.Escalate complex or unresolved issues to the appropriate technical teams and follow through to resolution.Maintain accurate documentation of incidents, solutions, procedures, and knowledge-base articles.Identify recurring issues and contribute to improvements in IT processes, documentation, and user support.Follow company IT policies, security requirements, and data protection practices.QualificationsStrong troubleshooting and problem-solving skills with a structured approach to diagnosing technical issues.Good understanding of Windows operating systems, Microsoft 365, common business applications, and basic networking concepts.Familiarity with user account management, access controls, endpoint support, and IT service desk practices.Ability to communicate technical information clearly and effectively to both technical and non-technical users.Strong customer-service mindset, patience, and attention to detail.Ability to prioritize multiple requests while maintaining a high standard of service.Comfortable working with ticketing systems, remote-support tools, and IT documentation.Strong organizational skills and the ability to follow established processes and procedures.Ability to work collaboratively with IT teams and other business functions.Commitment to information security, confidentiality, and responsible handling of user and company data.Relevant technical education, certifications, or training in IT, computer science, or a related field is preferred.