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
