IT Analyst

IT Analyst GoComet | Bengaluru | Full-time | 2-4 Years Experience About GoComet GoComet is a B2B SaaS company delivering intelligent logistics technology to enterprises across global supply chains — spanning real-time freight visibility, automated rate negotiation, and end-to-end shipment tracking. As we scale, we are investing in building a robust, automated, and secure IT foundation to support our growing workforce and product ambitions. Role Overview The IT Analyst will be responsible for managing and continuously improving GoComet's corporate IT operations. This role goes beyond reactive support — the primary mandate is to automate IT systems, workflows, and processes using available tools and platforms, reducing manual effort, improving reliability, and enabling the IT function to scale with the organisation. Key Responsibilities 1. IT Support — L1 & L2 Serve as the primary point of contact for all IT incidents, service requests, and queries via Freshservice Triage, categorise, and resolve tickets within defined SLA/OLA timelines; escalate to L3 or external vendors as appropriate Provide hands-on and remote support across macOS, Windows, and mobile devices Maintain high first-contact resolution rates and uphold a strong end-user experience standard Identify recurring issues and proactively drive automation or permanent resolution to eliminate repeat tickets 2. Identity & Access Management (IAM) Administer JumpCloud for end-to-end user lifecycle management — onboarding, offboarding, MFA enforcement, SSO configuration, and device binding Manage Google Workspace users, organisational units, groups, and policies via SAML SSO and SCIM provisioning Conduct monthly access reviews across 70+ SaaS applications; identify anomalies and coordinate remediation Build and maintain automated provisioning and deprovisioning workflows in Freshservice aligned with HR processes Drive reduction in manual access management tasks through scripting and workflow automation 3. Endpoint Security & Device Management Manage CrowdStrike Falcon for endpoint protection — configure detection policies, monitor sensor health, and review alerts Investigate security alerts and escalate confirmed or suspected threats to the security team Ensure complete endpoint coverage across macOS and Windows device fleets Enforce device compliance and configuration policies via JumpCloud MDM Automate software deployment, configuration enforcement, and patch distribution using scripts and packaged deployments (.pkg, etc.) 4. ITSM Administration — Freshservice Own the end-to-end configuration and continuous improvement of Freshservice — service catalog, SLA policies, workflow automations, approval chains, and agent setup Design and maintain automated workflows for employee onboarding, offboarding, access requests, and asset allocation Maintain accurate asset and configuration records within the CMDB Produce regular reports on ticket volume trends, SLA adherence, backlog health, and resolution metrics Champion a culture of process documentation and workflow standardisation across the IT function 5.

IT Asset Management Maintain a real-time, accurate inventory of all IT assets — laptops, peripherals, accessories, and mobile devices Manage the complete asset lifecycle: procurement → assignment → refresh → decommission Conduct periodic physical audits and reconcile against system records Coordinate with the Finance team for procurement planning, purchase orders, and vendor management Required Qualifications & Skills Technical 2–4 years of experience in IT Support or IT Operations roles Demonstrated hands-on experience with: JumpCloud — IAM and MDM administration Google Workspace — user and policy administration CrowdStrike Falcon — EDR and endpoint protection Freshservice or equivalent enterprise ITSM platforms Working knowledge of SSO protocols (SAML, SCIM) and SaaS access control Proficiency in scripting (Shell, Python, or equivalent) for IT automation tasks Understanding of endpoint security principles and device compliance frameworks Behavioural Strong analytical and problem-solving ability with a bias toward automation and permanent fixes Clear and professional communication with both technical and non-technical stakeholders Ability to manage competing priorities and consistently meet SLA commitments Detail-oriented with strong documentation and process discipline Preferred Experience Prior experience in a startup or high-growth technology environment Exposure to managing IT Operations at a company with ownership Familiarity with MDM scripting, API-based SaaS administration, or workflow automation platforms Familiarity with macOS, Windows and Linux operating systems What This Role Offers Direct ownership of IT operations within a modern, security-first platform team A clear mandate to build and automate — not just maintain Exposure to enterprise-grade tooling across identity, security, and ITSM A culture that values ownership over hierarchy — we expect you to identify problems, propose solutions, and drive them to closure without waiting to be asked