IT Help Desk Analyst

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Skills you'll use

What you'll do

• Receive, log, triage, and resolve incidents and service requests submitted via Slack, Email, and ServiceNow.
• Provide Level 1 and Level 2 support for operating systems (macOS Tahoe, Windows 11, Linux),
• productivity suites (Microsoft 365, Google Workspace), collaboration tools (Teams, Zoom, Slack) and business applications.
• Diagnose and resolve hardware faults on desktops, laptops, monitors, printers, and peripherals.
• Manage and update tickets throughout their lifecycle in ServiceNow, ensuring accurate documentation of troubleshooting steps, resolution notes, and time tracking.
• Escalate complex or unresolved issues to Level 3 support or specialist teams with full documentation.
• Meet or exceed defined SLA targets for response and resolution times.
• Manage the full lifecycle of IT assets including procurement intake, configuration, deployment, tracking and retirement.

Who can apply

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience
• 3-5 years in an IT support or service desk role
• OS Proficiency: macOS Tahoe, Windows 11, and Linux — administration and troubleshooting across all three platforms
• Applications: Google Workspace, Microsoft 365, Active Directory / Azure AD, endpoint management tools (Intune, JAMF, or equivalent)
• Hardware: Hands-on experience with laptop/desktop builds, peripherals, and AV equipment
• ITSM Tools: Proficiency in ServiceNow (incident, request, and asset management) and Jira (task and project tracking) — both are essential
• This role follows a rotational shift schedule, with shifts changing every quarter. Shift windows (IST): 3:00 PM – 12:00 AM IST | 6:00 PM – 3:00 AM IST | 10:00 PM – 7:00 AM IST
• Monday –Thursday: Work from office (mandatory) & Friday: Remote/flexible, subject to business requirements
• Certifications: CompTIA A+ or equivalent (preferred); ITIL Foundation v4 (preferred)
• Strong hardware and software troubleshooting methodology across macOS Tahoe, Windows 11 and Linux.

About Toast

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