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Help Desk Analyst
A leading European manufacturer establishing its India IT help desk
Location: Remote (India)
About the Company
A leading European manufacturer is establishing its India IT help desk and has partnered with Flexiple to hire. You will be the first point of contact for employees needing IT support across a long-established global business. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.
Role Overview
As a Help Desk Analyst, you will be the first point of contact for internal employees facing IT issues, resolving tickets quickly and keeping the queue within SLA.
Key Responsibilities
Ticket Resolution
Triage and resolve incoming IT tickets across hardware, software, and access issues
Reset passwords, provision access, and troubleshoot common application errors
Escalate complex issues to tier 2/3 teams with clear documentation
Queue & SLA Management
Monitor the ticket queue and keep resolution times within agreed SLAs
Maintain accurate ticket records and a searchable knowledge base
Follow up with users to confirm issues are fully resolved
Ideal Candidate Profile
1 to 5 years in a help desk, IT support, or service desk role
Working knowledge of common OS, hardware, and software troubleshooting
Strong ticket discipline and comfort working to SLAs
Clear written and spoken English and a reliable remote-work setup
Preferred Qualifications
Experience with ticketing tools such as ServiceNow, Freshservice, or Jira Service Management
Familiarity with Active Directory, VPN, or endpoint-management basics
Exposure to a manufacturing or shared-services IT environment
What We Offer
A help desk seat with a European manufacturer's India shared-services centre
Remote-friendly, pan-India hiring with long-term placement
Stable, process-driven IT environment with clear escalation paths
One application considered for this and future matched roles
Hiring Process
HR Screening → Assignment → Leadership Round 1 → Leadership Round 2 → Culture Fit
Work arrangement
No
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