Help Desk Analyst

Help Desk Analyst

A leading European manufacturer establishing its India IT help desk

Location: Bengaluru, Mumbai, Delhi NCR, Hyderabad, Pune, Chennai, Kolkata, Ahmedabad — or Remote (India)

About the Company

A leading European manufacturer is establishing its India IT help desk and has partnered with Flexiple to hire. You will be the first point of contact for employees needing IT support across a long-established global business. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.

Role Overview

As a Help Desk Analyst, you will be the first point of contact for internal employees facing IT issues, resolving tickets quickly and keeping the queue within SLA.

Key Responsibilities

Ticket Resolution

• Triage and resolve incoming IT tickets across hardware, software, and access issues
• Reset passwords, provision access, and troubleshoot common application errors
• Escalate complex issues to tier 2/3 teams with clear documentation

Queue & SLA Management

• Monitor the ticket queue and keep resolution times within agreed SLAs
• Maintain accurate ticket records and a searchable knowledge base
• Follow up with users to confirm issues are fully resolved

Ideal Candidate Profile

• 1 to 5 years in a help desk, IT support, or service desk role
• Working knowledge of common OS, hardware, and software troubleshooting
• Strong ticket discipline and comfort working to SLAs
• Clear written and spoken English and a reliable remote-work setup

Preferred Qualifications

• Experience with ticketing tools such as ServiceNow, Freshservice, or Jira Service Management
• Familiarity with Active Directory, VPN, or endpoint-management basics
• Exposure to a manufacturing or shared-services IT environment

What We Offer

• A help desk seat with a European manufacturer's India shared-services centre
• Remote-friendly, pan-India hiring with long-term placement
• Stable, process-driven IT environment with clear escalation paths
• One application considered for this and future matched roles

Hiring Process

HR Screening → Assignment → Leadership Round 1 → Leadership Round 2 → Culture Fit