The IT Helpdesk Analyst – L1 Support acts as the initial point of contact for all internal IT support issues across SOLM. This role focuses on providing frontline support to a global user base across multiple time zones and technologies, with a special emphasis on macOS, Windows, and SaaS tools. The analyst will log and manage tickets via Salesforce Service Cloud, provide timely responses, and deliver an excellent end-user experience.

The role requires outstanding communication skills, a calm and soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.

End-User Support
Serve as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud (ticketing system).
Support end-users across macOS and Windows 10/11 environments.
Provide remote assistance using Zoom, Teams, and other collaboration tools.
Assist with access issues, password resets, MFA support, and basic software troubleshooting.
Issue Troubleshooting & Escalation
Troubleshoot hardware and software issues related to:
Office 365 (Outlook, Teams, OneDrive)
VPN, RDP, internet/network connectivity
Printing, conference room equipment, endpoint configurations
Escalate unresolved technical issues to L2/L3 support based on standard SLAs.
Record all actions, communications, and outcomes in the ticketing system.
Stakeholder Engagement & Communication
Communicate technical solutions clearly to users with varying technical skill levels.
Maintain professionalism when working with international colleagues and leadership.
Exhibit excellent verbal and written English communication with a courteous and empathetic approach.
Collaborate with internal teams and support global operations across North America, EMEA, LATAM, and APAC regions.
Device and Access Management
Assist with user onboarding/offboarding (Active Directory, Azure AD, O365).
Perform basic macOS user configuration and application setup.
Coordinate device provisioning, handoffs, and return logistics.
Track assets in alignment with company inventory procedures.
Security and Compliance
Guide users on secure password practices and endpoint protection basics.
Detect and report unusual behavior or phishing incidents to the security team.
Ensure compliance with IT security policies in daily support tasks.
Evaluate and recommend new technologies and solutions to improve operations.
Drive innovation and continuous improvement within the IT infrastructure.
Plan and execute technology upgrades and modernization efforts.
Implement backup solutions and ensure data integrity and availability.
Vendor Management and Collaboration:
Manage relationships with vendors and service providers.
Evaluate and select third-party solutions and services.
Coordinate with external partners for support and services.
Ensure vendor deliverables meet organizational standards and requirements.
Communication Skills:
Effective Communication: Clearly articulate technical concepts and solutions to both technical and non-technical stakeholders.
Soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.

Essential

Bachelor's Degree in Computer Science, Information Technology, or equivalent.
3-5 years in an IT Helpdesk or Desktop Support role.
Soft-spoken and user-friendly demeanor – with an empathetic approach.
Multi-regional collaboration – ability to support and engage across global teams.
Problem-solving mindset – proactive, patient, and calm under pressure.
Flexible to work on different time zone.

Technical qualifications

Exposure to ticketing systems like Salesforce Service Cloud, Jira, or ServiceNow.
Technical Skills
Operating Systems: Windows 10/11, Windows Servers, macOS (basic to

intermediate level)

ITSM Tools: Salesforce Service Cloud (must), Jira, Remedy
Collaboration Tools: Microsoft 365, Teams, OneDrive, Zoom, Slack
User Access: Active Directory, Azure AD, MFA tools
Endpoint Security: Awareness of antivirus, phishing alerts, and endpoint monitoring

basics

Information Technology Help Desk Analyst