Helpdesk Analyst

1 week ago

London Area, United Kingdom Tech Mahindra Full time

We are seeking a dedicated and customer-focused Helpdesk Analyst to join our team. The successful candidate will provide technical support and assistance to end-users, ensuring their issues are resolved efficiently. This role requires strong problem-solving skills, excellent communication abilities, and a genuine passion for helping others.


Key Responsibilities:

Customer Support:

  • Provide first-level support to end-users via phone, email, and chat.
  • Address and resolve issues related to software, hardware, and network connectivity.
  • Ensure a high level of customer satisfaction by delivering timely and effective solutions.


OneLogin Administration:

  • Manage and support OneLogin for user authentication and single sign-on (SSO) purposes.
  • Assist with user provisioning and de-provisioning.


Zendesk Management:

  • Utilize Zendesk to track, prioritize, and manage support tickets.
  • Ensure all tickets are properly documented and resolved within the Service Level Agreement (SLA).


System Configuration and Support:

  • Provide support for iOS devices and Mac OS X systems.
  • Perform diagnostics and troubleshooting for hardware and software issues on Apple devices.
  • Assist with the installation, configuration, and maintenance of applications.


Helping Others:

  • Assist users with technical issues and provide guidance on how to use various systems and applications.
  • Conduct training sessions for end-users to improve their technical skills and knowledge.


Documentation and Reporting:

  • Maintain accurate and detailed records of support requests and resolutions.
  • Generate reports on helpdesk activities and identify areas for improvement.


Required Skills and Qualifications:

Technical Skills:

  • Proficiency with OneLogin administration.
  • Experience using Zendesk for ticket management.
  • Strong understanding of iOS devices and Mac OS X systems.
  • Familiarity with common software applications and network connectivity.

Customer Focus:

  • Excellent customer service skills with a focus on delivering positive user experiences.
  • Strong interpersonal skills and the ability to empathize with users' needs and concerns.

Analytical Skills:

  • Ability to diagnose and resolve technical issues effectively.
  • Strong attention to detail and problem-solving abilities.

Communication Skills:

  • Excellent written and verbal communication skills.
  • Ability to explain technical concepts to non-technical users.

Organizational Skills:

  • Strong time management and organizational abilities.
  • Ability to manage multiple tasks and prioritize effectively.


Preferred Qualifications:

  • Relevant certifications (e.g., Apple Certified Support Professional, ITIL, CompTIA A+).
  • Previous experience in a helpdesk or technical support role.


Working Conditions:

  • Ability to work in a fast-paced environment and handle multiple support requests.
  • Willingness to work flexible hours, including weekends and evenings if necessary

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