IT Helpdesk Analyst at Milliman, Gurgaon/New Delhi | Apply

About Milliman

Milliman has operated independently for more than 75 years, delivering consulting and technology solutions to organizations worldwide. The firm supports clients with complex challenges across retirement funding, healthcare financing, regulatory compliance, risk management, data analytics, and business transformation.

Milliman’s teams include actuaries, clinicians, technologists, and business professionals who work across areas such as employee benefits, investment consulting, healthcare, life insurance and financial services, and property and casualty insurance.

About the Role

Milliman is seeking a motivated and customer-focused IT Helpdesk Analyst to join the global support team. This position is well suited for someone early in their IT career or individuals transitioning into IT who are comfortable communicating with users and solving problems.

The role acts as the first point of contact for employees who need technical assistance. The initial focus is on triaging helpdesk tickets so that requests are clearly understood, documented properly, and routed to the correct team.

As experience grows, the analyst will start resolving Level 1 support issues independently while continuing to provide a high quality user experience.

Key Responsibilities

Front Line IT Support

• Respond to incoming support requests through the ticketing system, email, and chat.
• Document issues accurately with the appropriate level of detail.
• Communicate with users to clarify problems and gather any missing information.

Ticket Triage Management

• Categorize and prioritize incoming tickets based on urgency and impact.
• Route requests to the appropriate technical teams for resolution.
• Track ticket progress and follow up to ensure issues continue moving toward resolution.

User Experience and Communication

• Maintain clear, professional, and friendly communication with users.
• Set expectations and provide status updates throughout the support process.
• Bring structure and clarity to each interaction to reduce user frustration.

Developing Technical Support Skills

• Resolve common Level 1 issues such as password resets, access requests, and basic troubleshooting.
• Follow documented procedures and internal knowledge base articles.
• Escalate complex issues while ensuring smooth handoffs to the appropriate teams.

What We’re Looking For

Strong Communication

• Clear written and verbal communication skills.
• Ability to convert user problems into well documented helpdesk tickets.
• Comfort interacting with non technical users.

Organization and Attention to Detail

• Capability to manage multiple support requests simultaneously.
• Consistent documentation habits and adherence to processes.
• Ability to prioritize work effectively in a fast paced environment.

Problem Solving and Learning Mindset

• Curiosity and willingness to learn new tools and technologies.
• Comfort asking questions and seeking clarification.
• Ability to follow structured troubleshooting processes.

Collaboration

• Works effectively with team members across different functions.
• Open to feedback and focused on continuous improvement.

Nice to Have

• Previous customer service or helpdesk support experience.
• Exposure to ticketing systems or IT support environments.
• Basic familiarity with workplace technology such as Windows, macOS, and Office tools.

Why Join Milliman

• Entry point into the IT field with opportunities for growth.
• Hands on learning environment supported by experienced teammates.
• Exposure to global IT operations and real world systems.
• Opportunity to build both technical and professional capabilities.

Growth Path

This position is designed to evolve as your experience grows. You will begin by focusing on ticket triage and user communication, then gradually move into resolving Level 1 technical issues independently as your skills and confidence develop.