Role Overview

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 strong customer service mindset, and experience working with ticketing systems in a fast-paced environment.

This role will primarily focus on providing Level 1 and Level 2 IT support, maintaining Microsoft 365 and Entra ID environments, supporting end users, and coordinating incident resolution. Exposure to AWS cloud environments and DevOps practices is considered an advantage; however, the primary responsibility is to perform initial troubleshooting, gather relevant information, and escalate issues to the appropriate Development or Cloud Operations teams when required.

Location

Chandigarh

Role Type

Full time

Experience

2-5 years

Key Responsibilities

- Handle L1/L2 IT helpdesk tickets and ensure timely resolution within defined SLAs.
- Provide technical support for hardware, software, operating systems, printers, and end-user devices.
- Perform user onboarding and offboarding, including provisioning and deprovisioning user accounts, licenses, and access permissions.
- Administer Microsoft 365 and Microsoft Entra ID (Azure AD), including user management, group management, password resets, and license administration.
- Create, assign, prioritize, and update tickets using Jira or similar IT ticketing systems.
- Monitor ticket queues and ensure timely communication with users throughout the resolution process.
- Perform initial troubleshooting of application and infrastructure-related issues by collecting relevant logs, screenshots, error messages, and user impact details before escalating to Development or Cloud Operations teams.
- Assist in incident coordination by tracking incidents, documenting updates, and following up with appropriate teams until resolution.




- Maintain and update knowledge base articles, SOPs, and operational documentation.
- Support software installations, system configurations, and workstation setup for new employees.
- Identify recurring issues and recommend process improvements to improve service quality and operational efficiency.

Required Skills

- 2-5 years of experience in IT Helpdesk, IT Operations, Technical Support, or Service Desk roles.
- Excellent verbal and written communication skills.
- Hands-on experience with Microsoft 365 and Microsoft Entra ID (Azure AD) administration.
- Experience with user onboarding, offboarding, access management, and license administration.
- Experience using Jira, ServiceNow, or similar IT ticketing systems.
- Good understanding of Windows and macOS operating systems and common end-user troubleshooting.
- Experience supporting remote users using Microsoft Teams, Remote Desktop, or similar remote support tools.
- Understanding of incident management, SLA tracking, and escalation processes.
- Strong documentation and organizational skills.
- Excellent analytical, troubleshooting, and customer service skills.
- Ability to prioritize multiple tasks in a fast-paced environment.

Preferred Qualifications

- Basic awareness or exposure to AWS cloud environments and cloud-hosted applications.
- Familiarity with AWS services such as EC2, CloudWatch, IAM, S3, and RDS.
- Basic understanding of DevOps concepts, including CI/CD pipelines, Git, and deployment processes.
- ITIL Foundation certification.
- Experience working with US-based clients.
- Interest in learning cloud technologies and modern IT operations practices.

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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