IT Helpdesk Analyst - Service Desk - 1st Line Support

About the role Ruder Finn is seeking a hands-on IT Support Specialist to support our Gurugram office with day-to-day end-user support, basic systems administration, asset management, and collaboration with our global IT team. This is an onsite role (5 days/week) supporting colleagues who are in-office daily, with occasional after-hours coverage for planned maintenance or urgent incidents.

Serve as the first/second-line helpdesk contact for the Gurugram office; triage, resolve, and escalate tickets across hardware, software, and network issues using our ticketing system.

• Troubleshoot and support Windows & macOS laptops/desktops; iOS/Android mobile devices; Handle day-to-day basics in Microsoft 365/Office apps, Active Directory, VPN/remote access, and SharePoint (account setups, password resets, device joins, group/permission updates).
• Maintain accurate asset inventory (procurement, imaging, deployment, returns, lifecycle updates); Assist on local/region-wide IT projects (rollouts, upgrades, office moves) and support audit/compliance tasks under guidance from senior IT.
• provide feedback to improve IT processes and user experience.
• Join the on-call rotation for planned off-hours support as scheduled.

1-4 years of experience in IT support or a customer-facing helpdesk role.

• Strong troubleshooting across PCs/Macs, mobile devices, and common office peripherals; working knowledge of Microsoft 365, Active Directory, SharePoint, VPN, and basic networking (TCP/IP, Wi‑Fi).
• Experience with ticketing systems, asset management, and creating/maintaining user documentation/knowledge base articles.
• Clear, professional communication with both technical and non-technical users; Nice to have: familiarity with ITIL practices, SAP end-user support, and assisting with policy/compliance tasks alongside senior team members.

Gurugram office, Monday–Friday during standard business hours (IST).
· Partner with experienced regional/global IT colleagues and contribute to process improvements and service quality.