Helpdesk Support Analyst

About the Role

We are seeking a proactive and customer-focused Helpdesk Support Analyst to join our IT team. The role is responsible for providing first-line technical support to end users, troubleshooting hardware / software issues, and ensuring smooth day-to-day IT operations.

Key Responsibilities

Serve as the first point of contact for IT support requests via phone, email, or ticketing system.

Diagnose and resolve common hardware, software, and network issues.

Escalate complex technical problems to higher-level support teams when required.

Assist with user account management, password resets, and access requests.

Install, configure, and maintain desktops, laptops, printers, and peripherals.

Support Microsoft Office 365, Windows OS, and standard enterprise applications.

Log, track, and document incidents and resolutions in the helpdesk system.

Provide excellent customer service, ensuring timely communication and resolution.

Qualification & Requirement :

High Performance Computing (HPC)

Cloud Engineering (Server Support)

If additional related services, which may not have been captured in the list of services provided above are required, charging for such services will be as jointly agreed to by company and vendor.

Expected Service Delivery Expertise for Infrastructure Support

To ensure effective service delivery, contractor is expected to follow the resource guide.