Position: IT Helpdesk Analyst
Location: ISB/LHR/KHI
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Responsibilities:
As Helpdesk Analyst the individual will be primarily responsible for the administration of Helpdesk system (service desk, incident and problem management role). This role requires someone with a flexible approach to their day to day work as they will also be responsible for the 1st and some 2nd line support of the infrastructure and applications.

- Assist in setting up and provisioning new user accounts on the VDI infrastructure, including Citrix, FSlogix, Nutanix, and Microsoft components.
- Manage user access permissions across the environment (Nutanix Files), ensuring that users have appropriate access to resources and applications.
- Provide initial troubleshooting support for common user issues related to connectivity, login problems, and application access the environment.
- Help users with basic configuration settings for their sessions, including desktop preferences and application settings.
- Assist users with password resets and account unlocking procedures
- Monitor and manage active sessions to ensure efficient resource allocation and optimal performance for users.
- Assist users with session disconnects, logoffs, and session reconnection, resolving issues promptly.
- Monitor the performance of the VDI environment, identifying and addressing resource bottlenecks or performance issues that may impact the user experience.
- Assist in managing and maintaining virtual desktop pools, which may involve creating, updating, and deleting desktop pools as needed.
- Ensure that desktop images are kept up to date and properly patched to maintain security and functionality.
- Troubleshoot application access issues within the (Fslogix App Masking) environment, including problems related to application publishing, delivery groups, and application compatibility.
- Ensure that security policies and access controls are properly enforced within the environment to maintain a secure computing environment.
- Escalate support tickets to higher support tiers when necessary, following established procedures and protocols.

Requirements:
Bachelors degree in IT or related discipline
4+ years of experience in IT Helpdesk/Support domain