About the role

The Help Desk Analyst provides first‑line technical support to end users, resolving remote‑desktop and Microsoft Office issues while delivering professional, courteous service. This position operates from a home office and manages the full ticket lifecycle using established ticketing systems.

Key responsibilities

- Respond to inbound support requests via phone, email, or chat and log each interaction in the ticketing system.
- Diagnose, troubleshoot, and resolve remote‑desktop connectivity and performance problems.
- Assist users with Microsoft Office applications, including installation, configuration, and troubleshooting.
- Prioritize tickets, meet service‑level targets, and ensure timely closure of incidents.
- Escalate complex or unresolved issues to senior technical staff while providing detailed documentation.
- Maintain accurate knowledge‑base articles and update standard operating procedures.




- Track and report on common issues to help improve overall service quality.

Required qualifications

- High school diploma or equivalent; additional technical education preferred.
- 0–20 years of experience in a help‑desk or IT support role.
- Proficiency with remote‑desktop tools (e.g., TeamViewer, Remote Desktop Connection).
- Solid customer‑service skills and the ability to communicate technical concepts clearly.
- Hands‑on experience with ticketing systems such as ServiceNow, Zendesk, or JIRA.
- Solid working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).

Nice to have

- CompTIA A+, ITIL Foundation, or related certifications.
- Experience supporting both Windows and macOS environments.
- Familiarity with Active Directory and basic network troubleshooting.
- Proven ability to work independently in a remote work setting.

📌 Help Desk Analyst- Remote Work From Home (India)
🏢 BihBrain Concept
📍 India