Description
This role is for one of Weekday’s clients
Salary range: Rs 100000 - Rs 600000 (ie INR 1 - 6 LPA)

Min Experience: 1+ years
Location: Hyderabad, Telangana, India
JobType: full time

The Helpdesk Analyst provides first level technical support to global end users by diagnosing, resolving, and documenting hardware, software, OS, and connectivity issues via phone, email, and remote tools.
Working closely with onshore and offshore IT teams, the analyst owns incident lifecycle in the ITSM system, supports onboarding/offboarding and enterprise applications (Microsoft 365, VPNs, collaboration platforms), and escalates complex incidents to Level 2/Level 3 teams while following security and compliance standards.

Requirements
Key Responsibilities:
• Deliver first-level technical support via phone, email, and remote access tools to global end-users.
• Triage, categorize and prioritize incidents by impact and urgency.
• Troubleshoot and resolve issues related to hardware, software, operating systems (Windows, Mac), and network connectivity issues (IP/DNS/DHCP, Wi-Fi, routing)



to isolate user connectivity problems.
• Manage and update service tickets in ITSM systems like ServiceNow.
• Create, update and close tickets in ServiceNow (or equivalent) with clear notes, steps taken and resolution codes.
• Maintain SLA adherence; escalate aging or high-impact incidents to appropriate teams.
• Assist in user onboarding/offboarding processes, including account and device management.
• Assist with user provisioning, password resets, group membership and deprovisioning consistent with access control policies.
• Support enterprise tools such as Microsoft 365, VPNs, collaboration platforms, and proprietary applications.
• Collaborate with offshore and onshore IT teams for seamless 24/7 support coverage.
• Document solutions, escalate complex issues, and participate in continuous improvement initiatives in Creating and updating knowledge base articles and runbooks for recurring inc

📌 IT Helpdesk Analyst (Hyderabad)
🏢 Weekday AI
📍 Hyderabad