Help Desk Analyst

We are expanding quickly and are looking for an enthusiastic, hardworking, and determined individual with IT Technical experience to join the IT Team. This role requires hands-on software IT Help Desk experience to IT Infrastructure team. Good knowledge of IT ticketing tools and problem solving is essential.

Good Knowledge of Windows, Microsoft 365, Active Directory, MS office products & Basic Networking.

Required Skills:

• Experience with ticket SLA management and reporting.
• Good knowledge of networking concepts (DNS, DHCP, VPN).
• Familiarity with collaboration platforms (Zoom, Microsoft Teams, Slack).
• Exposure to endpoint management tools (SCCM, Intune, JAMF).
• Ticket routing and triage the ticket. Follow up on pending tickets.
• Log and track support requests and incidents in the helpdesk system
• Serve as the first point of contact for users seeking technical assistance via phone, email, or IT ticketing system
• Provide timely and accurate solutions to end-users for hardware, software, and basic network issues.
• Ensure tickets are updated with the latest status, resolution, and documentation.
• Reset passwords, manage user accounts in Active Directory, and support identity management systems like Okta.

Qualifications and Skills:

• Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).
• 5-7 years of experience in a technical support or helpdesk role.
• Proficiency in Windows and macOS environments.
• Strong knowledge of Office 365, Active Directory, and remote desktop tools.
• Experience with ticketing systems like ServiceNow, Jira, or Zendesk.
• Excellent problem-solving and troubleshooting skills.
• Strong interpersonal and communication skills.
• Ability to work under pressure and manage multiple tasks simultaneously.

Education:

• Bachelor's/master's degree in software engineering, Computer Science, or a related area

Benefits:

• Hybrid working arrangements
• Annual performance-related bonus
• 6x Flexi Anyday : knock 2.5 hours off your day
• Medical insurance coverage for extended family members.
• Engaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stories!

About Us:

At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that's our goal every day. Because that's what industry leaders do. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply. We'd love to hear from you!

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!