Senior IT Helpdesk Analyst

Sr. Technology Associate/Specialist

Relocation Assistance Offered Within Country
Job Number #173954 - Mumbai, Maharashtra, India

Who We Are

Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specialising in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name!

Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all.

 

 

Brief introduction : 

• The IT Helpdesk serves as the primary gateway for all IT-related inquiries. Our mission is to provide a single point of contact for end-users, ensuring that every interaction is met with empathy, professionalism, and a swift resolution to minimize work downtime.

 

Responsibilities:

As an IT Helpdesk Analyst, you are the owner of the end-user experience. You will manage technical issues from inception to resolution, acting as a facilitator between the user and various IT functions. Your primary goal is to maintain high customer satisfaction through quality support and efficient ticket management.

• Ticket Ownership: Manage the full lifecycle of tickets, ensuring quality resolution and proactive communication.

• Technical Support: Perform first-level troubleshooting for diverse end-user queries and IT issues.

• Task Prioritization: Effectively manage daily and weekly workloads, prioritizing critical items and escalating issues when necessary.

• Process Excellence: Implement new processes and strictly adhere to Standard Operating Procedures (SOPs).

• Collaboration: Work closely with other GIT functions and Local Support Management  to ensure seamless service delivery.

• Project Support: Lead or participate in key department initiatives and projects as assigned.

 

Required  Qualifications:

• Education: Bachelor’s degree in any stream (Any Graduate).

• Experience: Minimum 2+ years of experience in a customer-facing or technical support role.

• Communication: Fluent verbal and written English skills with strong active listening abilities.

• Soft Skills: Strong problem-solving capabilities and the ability to learn quickly in a fast-paced environment.

• Operational Flexibility: Ability to multitask, handle ambiguity, and adapt to staff scheduling changes.

 

Preferred Qualifications:

• Technical Domain: Prior experience or foundational knowledge in Networking and Active Directory.

• Stakeholder Management: Proven ability to build relationships with different IT functions and stakeholders.

• Quality Mindset: A demonstrated focus on "Quality over Quantity" to ensure long-term solutions rather than quick fixes.

• Team Dynamics: A collaborative mindset with a track record of being a reliable team player.

Our Commitment to Inclusion
Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives  to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form should you require accommodation.

#LI-Hybrid

Experience Level

Senior Level