IT Help Desk Analyst

Role & responsibilities

Role: IT helpdesk VOICE

Experience : 2- 5yrs( International Technical voice experience is mandatory)

Qualification: Graduation

Shift Timing: 24x7 process rotational shift

Weekly off: Rotational

Work Model: Work from Office( 5 days)

Location: Chennai

Job Description- The Application Help Desk Analyst is responsible for providing comprehensive technical and functional support to business users across a suite of enterprise applications, including both commercial offtheshelf (COTS) and custom-developed systems. This role serves as a primary point of contact for user inquiries, incidents, and service requests, ensuring timely resolution and high-quality user experience within a 24x7 operational environment. The Analyst possesses a strong understanding of application features, workflows, and system integrations, enabling effective troubleshooting and collaboration with downstream teams such as application support, product, and engineering. In addition to resolving issues, the role plays a key part in enhancing application usability, improving support processes, and contributing to knowledge management and program governance.

Preferred candidate profile

Skill Set Required:

• Minimum 2+ years of experience in International technical voice process(inbound), with proven exposure to working closely with product and engineering teams to troubleshoot, escalate, and resolve issues effectively.
• Strong working knowledge of incident and project management tools such as ServiceNow (SNOW), DevOps ADO, or equivalent platforms, including ticket creation, categorization, prioritization, and lifecycle management.
• Demonstrated ability to quickly learn and adapt to new technologies, products, and features, with a strong customer-centric mindset to translate technical concepts into practical solutions.
• Excellent written communication and documentation skills, with the ability to clearly explain complex technical information in a concise and easily understandable manner for non-technical audiences.
• Proven customer service orientation, with a strong focus on empathy, professionalism, responsiveness, and issue ownership.
• Ability to thrive in a fastpaced, demanddriven environment, effectively managing multiple requests and priorities while meeting SLAs and stakeholder expectations.
• Fluency in English (written and verbal) is mandatory, with strong presentation and interpersonal communication capabilities.
• High level of emotional intelligence, including active listening skills, sound judgment, and the ability to respond diplomatically and effectively in challenging situations.
• Familiarity with reporting and data analysis, including hands-on experience with MS Excel and visualization tools such as Tableau, to support operational insights and performance tracking.
• Exceptional attention to detail with a strong commitment to quality, accuracy, and continuous process improvement.
• Willingness to work in a 24x7 operational model with rotational shifts and weekly off schedules.
• Willing to work in a completely Work from Office work model

Perks and benefits