IT Helpdesk & Operations Analyst

Location: Chandigarh IT Park (Work from Office)

Experience: 4-7 Years

Department: Not specified

Type: Full-Time

We are looking for an IT Helpdesk & Operations Analyst to support our US-based client by managing IT support requests, user onboarding/offboarding, access management, and day-to-day IT operations. The ideal candidate should have excellent communication skills, a robust customer service mindset, and experience working with ticketing systems in a fast-paced environment.

Key Responsibilities

- Handle L1/L2 IT helpdesk tickets and ensure timely resolution within defined SLAs.
- Coordinate with engineering, infrastructure, and business teams to resolve incidents and service requests.
- Perform user onboarding and offboarding, including provisioning and deprovisioning accounts and access.
- Manage Microsoft 365 accounts, user groups, permissions, and basic administration.
- Create, assign, track, and update tickets using Jira or similar ticketing systems.
- Maintain accurate documentation, knowledge base articles, and standard operating procedures (SOPs).
- Monitor ticket queues, prioritize requests, and provide regular status updates to stakeholders.
- Assist in incident coordination, follow-up, and documentation under the guidance of the Incident Lead.




- Support hardware and software setup for new employees and troubleshoot day-to-day IT issues.
- Identify recurring issues and recommend process improvements.

Required Skills
- 4-7 years of experience in IT Helpdesk, IT Operations, or Technical Support.
- Excellent verbal and written communication skills.
- Experience with Jira, ServiceNow, or similar ticketing tools.
- Hands-on experience with Microsoft 365 administration (Outlook, Teams, Azure AD/Entra ID, user access management).
- Good understanding of Windows and macOS troubleshooting.
- Experience with user onboarding/offboarding and access management.
- Understanding of incident management, SLA tracking, and escalation processes.
- Strong documentation and organizational skills.
- Ability to multitask and work independently in a fast-paced environment.

Preferred Qualifications
- Experience working with UK, German, or US clients or global teams.
- Basic knowledge of identity and access management (IAM), SSO, or Azure AD.

Notice Period
- Immediate joiners or candidates with a notice period of 30 days or less will be preferred.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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