Helpdesk Analyst L1

Since 1991, Collabera has been a leading provider of IT staffing solutions and services. We are known for providing the best staffing experience and taking great care of our clients and employees.

Our client‑centric model provides focus, commitment and a dedicated team to help our clients achieve their business objectives. For consultants and employees, we offer an enriching experience that promotes career growth and lifelong learning.

The Collabera Way represents our fundamentals beliefs and is founded on the following building blocks:

• Over 12,000 professionals in over 40 locations across 3 continents
• Top 10 U.S. IT Staffing Firm
• Largest minority‑owned U.S. IT Staffing Firm
• Top supplier to Fortune 500 companies
• Staffing Industry Analysts' "Best Staffing Firms to Work For" recognition 4 years in a row

• Exceptional communication and customer handling skills
• Experience working with ticketing system.
• Strong analytical skills and quality conscious
• Should work in 24/7 rotational shift timing
• Should resolve technical problem (over a phone/Chat or remote systems support)
• Basic Understanding of Windows XP/Win 7.
• Basic Understanding of Email configuration and support on MS office tools.
• VPN troubleshooting and Incident Management.
• Basic Understanding of Microsoft Office products (Excel, Word and Power Point Etc.)
• Basic Understanding of Network Concepts
• Basic Understanding of AD
• Basic Understanding of troubleshooting Mobile Devices
• Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
• Follow the escalation process
• Follow the shift hand‑over process
• Update the knowledge base
• Coaching fresher's to be independent
• Coaching analysts for correct routing of tickets, capturing critical information
• Technically upgrade across versions of environment when required
• Adhere to organization policies and procedures

• At least 6 months of helpdesk experience (PC troubleshooting)