IT Helpdesk Analyst

About the role

Milliman is seeking a motivated, customer‑focused IT Helpdesk Analyst to join its global support team. This entry‑level position is ideal for candidates early in their IT career or transitioning into IT, offering the chance to develop technical skills while delivering high‑quality support to employees.

Key responsibilities

• Serve as the first point of contact for IT support requests via ticketing system, email, and chat.
• Document each issue with clear, detailed information and categorize tickets by urgency and impact.
• Route tickets to the appropriate internal teams and monitor progress to ensure timely resolution.
• Communicate professionally with users, set expectations, and keep them informed throughout the support process.
• Resolve common Level 1 issues such as password resets, access requests, and basic troubleshooting using internal knowledge‑base articles.
• Escalate more complex problems while ensuring smooth handoffs to higher‑level support.

Required profile

• Excellent verbal and written communication skills.
• Ability to translate user issues into well‑documented tickets.
• Highly organized, detail‑oriented, and capable of managing multiple requests simultaneously.
• Strong documentation habits and disciplined process adherence.
• Problem‑solver with a learning mindset and curiosity about new tools.
• Team player who collaborates across departments and welcomes feedback.

Required skills

What we offer

• Opportunity to grow technical expertise in a supportive, global environment.
• Access to internal training resources and knowledge bases.
• Exposure to a variety of business units within a leading consulting firm.