Senior IT Helpdesk Analyst

Role : IT Helpdesk Analyst - Bangalore, India  
 

What will you do:

• Local support of the Bangalore office on site 5 days a week 

• Global support of all Sprinklr users. 

• Tracking & documenting of all support activities 

• Supporting primarily macOS, Windows, AV and all common office software and applications such as Microsoft, Adobe and cloud SaaS products. 

• Perform laptop setup and inductions for users, hardware troubleshooting and repair. 

• General office IT such as conference room, telephone, office Network and Printer setups etc. 

• Implementation of applications and software upgrades, as well as performance troubleshooting and tuning for users. 

• Communicate and document troubleshooting techniques and best practices. 

• Perform endpoint management deployment and anti-virus security. 

• Work with IT Management to constantly monitor and improve delivery of IT systems and support. 

• Proactively understand, analyse and research new technical problems when needed. 

• Supporting high level events and proactively monitoring of meeting rooms 

• Support new hire onboarding by preparing and provisioning devices, creating user accounts, and guiding users through the IT setup process. 

• Assist with employee offboarding, ensuring secure return of assets and revocation of system access in coordination with HR and Security. 

• Collaborate with cross-regional IT teams to troubleshoot and resolve complex or escalated issues. 

• Maintain documentation for SOPs, knowledge base articles, and user guides to promote self-service and knowledge sharing. 

• Support VIP users and executives, ensuring high-priority response and proactive care during events or travel 

AV & Event Support Responsibilities 

• Setting up and managing AV equipment for executive meetings and high-profile events, ensuring smooth operations. 

• Configuring and troubleshooting displays, video, and audio connections, including mixers, computers, and peripherals. 
   

About You 

• 4+ years' experience within IT or B.S. degree 

• Self-motivation and the ability to work with minimum supervision 

• Excellent written and verbal communication skills and meticulous attention to detail. 

• Experience working with high-level executives 

• Good understanding of Microsoft 365, Computer Network  

• Experience with Jamf Pro and enterprise Mac management concepts 

• Experience with end user customer support, possess strong technical knowledge of macOS; Windows, and other Microsoft products 

•  Ability to use customer-service oriented techniques to determine and resolve problems and respond competently with the appropriate sense of urgency to user requests. 

• Work both independently and as part of a team with professionals at all levels 

• Quick learner, proactive individual with the ability to work in a dynamic, fast changing environment. 

• Ability to prioritise tasks and work on multiple assignments. 

 
Essential technologies: 

• Conferencing & collaboration tools: Microsoft Teams, SharePoint, OneDrive. 

• AV & Event Technologies: Video conferencing systems, audio mixers, display management, and camera switching.