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Solutions for a world at risk™
IT Helpdesk Analyst
Location
India
Posted
93 days ago
Salary
0
Seniority
Senior
Job Description
IT Helpdesk Analyst
Milliman
• Be the Front Line of IT Support • Respond to incoming support requests via ticketing system, email, and chat • Ensure every issue is clearly documented with the right level of detail • Communicate with users to clarify issues and gather missing information • Own Ticket Triage Process • Categorize and prioritize incoming tickets based on urgency and impact • Route requests to the appropriate teams for resolution • Monitor ticket progress and follow up to keep things moving • Delivering a Great User Experience • Provide clear, professional, and friendly communication at all times • Set expectations with users and keep them informed • Help reduce frustration by bringing structure and clarity to each interaction • Growing into Technical Support • Begin resolving common Level 1 issues such as password resets, access requests, and basic troubleshooting • Follow step-by-step procedures and internal knowledge base articles • Escalate more complex issues while ensuring smooth handoffs
Job Requirements
- Strong Communicator (Most Important)
- Clear, professional verbal and written communication skills
- Ability to translate user issues into well-documented tickets
- Comfortable interacting with non-technical users
- Organized & Detail-Oriented
- Able to manage multiple requests without losing track of details
- Strong documentation habits and process discipline
- Ability to prioritize effectively in a fast-paced environment
- Problem-Solver with a Learning Mindset
- Naturally curious and eager to learn new tools and technologies
- Comfortable asking questions and seeking clarification
- Able to follow structured troubleshooting steps
- Team Player
- Works well with others and collaborates across teams
- Open to feedback and continuous improvement
- Nice to Have (Not Required)
- Previous experience in customer service or helpdesk support
- Exposure to ticketing systems or IT support environments
- Basic familiarity with workplace technology (Windows, macOS, Office tools)
Benefits
- Great entry point into IT with clear growth opportunities
- Hands-on learning environment with supportive teammates
- Exposure to a global IT operation and real-world systems
- Opportunity to build both technical and professional skills
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