Helpdesk Support Analyst

Our client is currently seeking a Helpdesk Support Analyst [ Additional Description ] 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.

Created: 2026-03-10