IT Helpdesk Analyst

About the role

Verdantas is looking for an experienced IT Helpdesk Analyst to deliver seamless technical support across a global environment. You will be the first point of contact for end‑users, diagnosing hardware, software and network issues while ensuring timely resolution and clear communication.

Key responsibilities

• Provide first‑line support via phone, email, chat and the ITSM platform for Windows devices, Microsoft 365 apps, VPN and approved business tools.
• Diagnose and resolve hardware, software, operating system, network connectivity, mobile device, printer and peripheral problems.
• Create, categorize, prioritize and close incidents and service requests in ServiceNow or a comparable ITSM system.
• Support user onboarding, role changes, off‑boarding, password resets, MFA enrollment and access requests.
• Configure, deploy, troubleshoot, refresh and recover laptops, desktops, mobile devices and peripherals while maintaining accurate asset records.
• Document troubleshooting steps, business impact and resolution details; identify recurring issues and raise trends.
• Develop and maintain knowledge articles, SOPs and user‑facing troubleshooting guides.
• Collaborate with Infrastructure, Security, Network, Application and regional support teams to resolve complex issues.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or related field, or equivalent experience.
• 6‑9 years of experience in a Help Desk, Service Desk, Desktop Support or End‑User Support role.
• Proven experience supporting Windows 10/11 and Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Working knowledge of Active Directory or Microsoft Entra ID, user administration, password resets, MFA and access support.
• Experience using ServiceNow or a comparable ITSM platform for incident and request management.
• Ability to work across India and U.S. business hours and prioritize multiple requests independently.

Required skills

• Windows 10/11
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Active Directory / Microsoft Entra ID
• ServiceNow (or comparable ITSM platform)
• VPN configuration and support
• Multi‑Factor Authentication (MFA) enrollment and troubleshooting
• Hardware troubleshooting (laptops, desktops, printers, peripherals)
• Mobile device support