Senior IT Helpdesk Analyst

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.