Helpdesk Analyst

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale - across every customer touchpoint.

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team - spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management - enabling enterprises to unify data, break down silos, and act on real-time insights.

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

Job Description

About the Role

• Provide local, on-site support for the Bangalore office five days a week.

• Provide global support for all Sprinklr users.

• Track and document all support activities.

• Support macOS, Windows, AV, common office software, Microsoft and Adobe applications, and cloud SaaS products.

• Perform laptop setup, user inductions, hardware troubleshooting, and repairs.

• Support general office IT, including conference rooms, telephones, office networks, and printer setups.

• Implement application and software upgrades and perform user performance troubleshooting and tuning.

• Communicate and document troubleshooting techniques and best practices.

• Perform endpoint management deployments and antivirus security support.

• Work with IT Management to continually monitor and improve the delivery of IT systems and support.

• Proactively understand, analyze, and research new technical problems when required.

• Support high-level events and proactively monitor meeting rooms.

• Support new-hire onboarding by preparing and provisioning devices, creating user accounts, and guiding users through the IT setup process.

• Assist with employee offboarding, ensuring the secure return of assets and revocation of system access in coordination with HR and Security.

• Collaborate with cross-regional IT teams to troubleshoot and resolve complex or escalated issues.

• Maintain SOPs, knowledge-based articles, and user guides to promote self-service and knowledge sharing.

• Support VIP users and executives with high-priority responses and proactive care during events or travel.

AV & Event Support Responsibilities

• Set up and manage AV equipment for executive meetings and high-profile events, ensuring smooth operations.

• Configure and troubleshoot displays, video and audio connections, mixers, computers, and peripherals.

About You

• 2-4 years of IT experience, or a bachelor’s degree.

• Self-motivated, with the ability to work with minimal supervision.

• Excellent written and verbal communication skills, with meticulous attention to detail.

• Experience supporting high-level executives.

• Good understanding of Microsoft 365, Copilot, AI and computer networks.

• Experience with Jamf Pro and enterprise Mac-management concepts.

• Strong end-user support experience and technical knowledge of macOS, Windows, and other Microsoft products.

• Ability to use customer-service-oriented techniques to diagnose and resolve problems, responding with the appropriate urgency.

• Ability to work independently and collaboratively with professionals at all levels.

• Quick learner and proactive contributor who can work effectively in a dynamic, fast-changing environment.

• Ability to priorities tasks and manage multiple assignments.

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data - helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:

• Lead a new category of enterprise software that we call Unified-CXM.

• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.

• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything - and everyone - can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.

We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off - it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

To learn more about employee benefits by region, click here.

To learn more about all-things-Sprinklr, visit our candidate resource hub here.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.

Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.

Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.

If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.