Helpdesk Analyst – IT Support

About the role

The Helpdesk Analyst will provide front‑line application support for the SJGroup business, ensuring service continuity during extended operating hours. Acting as the team’s Officer‑in‑Charge when the Senior Analyst or Team Lead is absent, the role helps maintain high‑quality support and improves overall service delivery.

Key responsibilities

• Coach and mentor Associate Help Desk Analysts to meet performance standards.
• Respond to phone calls, emails and personal requests for access and usage of SJGroup Enterprise and the portal.
• Identify, escalate and coordinate resolution of critical system and network issues.
• Maintain accurate records in the SJGroup ticketing system.
• Prepare guides and documentation for issue identification and resolution.
• Participate in system testing, User Acceptance Testing and implementation of enhancements.
• Ensure compliance with Service Level Agreements and Standard Operating Procedures.

Required profile

• Bachelor’s degree in an IT‑related field.
• Minimum 5 years of experience in a technical support environment.
• Excellent verbal and written communication skills.
• Strong customer‑service orientation and problem‑analysis abilities.
• Ability to work independently and as part of a team, including 24x7 shift schedules.

Required skills

• Active Directory
• Exchange
• Office 365
• Office suite (Word, Excel, PowerPoint)
• Operating systems (Windows, macOS)
• VPN
• Internet Explorer
• Experience with ERP systems such as Epicor or SAP (desirable)

What we offer

• A collaborative, fun workplace that values talent, hard work and teamwork.
• Opportunities to make a positive impact on global projects.