A help desk analyst is the main point of contact for users who need technical support with computer hardware, software, or networks. [1, 2]You can learn more about career paths and expectations in the comprehensive guide by Coursera, or review detailed day-to-day duties on Freshworks. [1, 2]Key Responsibilities

- Answer support requests: Receive incoming calls, emails, chats, or tickets from users.
- Troubleshoot issues: Diagnose and fix problems with Windows/Mac operating systems, printers, VPNs, and Microsoft 365 apps.
- Manage accounts: Reset passwords, create new user profiles, and update access permissions via Active Directory.
- Track and log tickets: Record all issues, steps taken, and final resolutions in ticketing software like ServiceNow or Jira.
- Escalate complex problems: Send unresolved or advanced technical issues to Level 2 or Level 3 IT teams.
- Maintain documentation: Write transparent notes, FAQs, and guides to help users solve recurring problems. [1, 2, 3]

Required Skills
- Technical knowledge: Familiarity with Windows 10/11, basic networking (DNS, TCP/IP, DHCP), and Active Directory.
- Ticketing tools: Experience using software like ServiceNow, Jira Service Management, or BMC Remedy.




- Communication: Ability to explain technical fixes in simple, easy-to-understand language.
- Problem-solving: Skill in asking the right questions to find the root cause of an IT issue.
- Customer service: Patience and a helpful attitude when dealing with frustrated users. [1, 2, 3, 4]

Qualifications
- Education: A high school diploma with IT training, an associate degree, or a bachelor’s degree in computer science or information technology.
- Experience: 1 to 3 years of experience in technical support, IT operations, or a customer-facing help desk role.
- Certifications: Microsoft certifications or ITIL Foundation training are helpful extras. [1, 2, 3]

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Pay: ₹12,041.03 - ₹66,319.37 per month

Benefits

- Food provided

Work Location: In person

📌 Help dest analyst (Chennai)
🏢 Nuray Chemicals
📍 Chennai