Helpdesk Associate (IT Support)
The Hackett Group · India
We are seeking a proactive and customer-focused Helpdesk Associate to provide first-level technical support to end users. The ideal candidate will be responsible for handling helpdesk tickets, troubleshooting technical issues, and managing user accounts within the organization. This role requires strong communication skills, technical expertise, and a commitment to delivering high-quality support.
Key Responsibilities
Provide first-level support by handling and resolving helpdesk tickets within defined SLAs
Troubleshoot and resolve issues related to Windows 11, software applications, and system access
Install, configure, and maintain software applications on user systems
Diagnose and resolve VPN connectivity issues
Provide support for Microsoft Office applications (Outlook, Teams, Word, Excel, etc.)
Manage user accounts, including:
User account creation and provisioning
Mailbox setup and configuration
License assignment and management
Account termination and de-licensing
Maintain accurate documentation of incidents, requests, and resolutions in the ITSM tool
Escalate complex issues to appropriate teams when necessary
Ensure adherence to IT policies, security standards, and compliance requirements
Provide excellent customer service and maintain effective communication with users
Required Skills & Qualifications
2–4 years of experience in IT Helpdesk or Desktop Support
Strong knowledge of Windows 11 OS and troubleshooting
Experience with software installation and configuration
Hands-on experience with VPN troubleshooting
Good understanding of Microsoft Office 365 / Microsoft 365 applications
Experience with user account management and identity administration
Familiarity with ITSM tools
Strong problem-solving and analytical skills
Excellent verbal and written communication skills
Preferred Qualifications
Experience with Active Directory / Microsoft Entra ID (Azure AD)
Basic knowledge of networking concepts
ITIL Foundation certification or familiarity with ITIL practices
Work Environment
Willingness to work in shifts (if required)
Ability to support remote and on-site users
Key Competencies
Customer-centric mindset
Ability to multitask and prioritize effectively
Attention to detail
Team collaboration and accountability