Freelance IT Helpdesk & SaaS Application Support Specialist | DScholar Research Consultancy and Analytics (OPC) Private Limited

  • Compensation: Negotiable, based on technical requirements, coverage hours, and project scope

About DScholar Research

DScholar Research is inviting applications from experienced IT support professionals to join its freelance delivery network for international Managed IT & BPO assignments.

Key Responsibilities

IT Helpdesk & Technical Support

  • Provide remote Level 1 IT helpdesk and end-user support.
  • Troubleshoot basic connectivity, account access, and software-related problems.
  • Manage support tickets, issue categorization, and escalation procedures.
  • Maintain troubleshooting documentation and knowledge-base articles.
  • Deliver support within agreed response and resolution targets.

SaaS Application Support

  • Assist with SaaS application onboarding and user account administration.
  • Handle application configuration and basic troubleshooting.
  • Support user permissions, access requests, and routine application maintenance.
  • Coordinate with software vendors and specialist technical teams for escalated issues.
  • Prepare periodic support activity and incident reports.
  • Support client users through remote communication channels.

Essential Qualifications

  • Bachelor’s degree or diploma in IT, Computer Science, Computer Applications, or a related field.
  • Minimum 3–5 years of experience in IT helpdesk, technical support, or SaaS application support.
  • Strong knowledge of Windows, Microsoft 365, cloud-based applications, and common IT support procedures.
  • Familiarity with ticketing platforms such as Jira Service Management, Freshdesk, or Zendesk.
  • Knowledge of user account administration, access control, and basic IT security.
  • Strong English communication and remote troubleshooting skills.

Preferred Qualifications

  • CompTIA A+, ITIL Foundation, Microsoft, or relevant technical certifications.
  • Experience supporting US, UK, Australian, or other international clients.
  • Familiarity with remote support tools and service-level agreements.
  • Experience supporting multiple client environments.
  • Remote freelance or contract-based assignments.
  • Support schedules may depend on international client time zones.
  • Ability to meet agreed support hours and escalation requirements is essential.
  • Assignment duration and remuneration agreed in advance.
  • No guaranteed minimum workload.

Applications are being invited to establish a qualified freelancer network for future client projects.

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