We have an exciting opportunity for you to join our team as .Service Desk Analyst.This full-time, permanent position is based in India and offers regional exposure across our Technology department.
Key responsibilities:
• Provide L1 & L2 support in a global service desk environment
• Own and resolve complex incidents ensuring SLA compliance
• Act as escalation point for junior analysts • Perform advanced troubleshooting across endpoints and enterprise platforms
• Drive problem management and reduce repeat incidents
• Collaborate with global IT teams
• Maintain documentation and knowledge base
• Support audits, JML processes, and asset management
• Participate in system upgrades and change activities
• Drive continuous improvement and automation initiatives
Key requirements:
• Strong troubleshooting skills across desktop, network, and Microsoft environments
• Experience with O365, endpoint management, and ITSM tools
• Understanding of networking concepts (TCP/IP, DNS, DHCP)
• Ability to handle escalations and critical incidents
• Strong communication and stakeholder management skills Ability to work in a global, shift-based environment
Relevant Experience:
• Minimum 5–8 years of experience in Service Desk / IT Support
• Experience in L2 support / escalation handling
• Strong experience in ITSM tools and ticket lifecycle management
• Experience working in global support environments
• Exposure to O365, MDM, Endpoint Management, and enterprise applications
• Experience in problem management and process improvement initiatives
Education/Professional Qualifications:
• Bachelor’s degree in Information Technology, Computer Science, or a related discipline
• Equivalent practical experience in Service Desk / IT Support operations may be considered
• ITIL Foundation (v3/v4) – strongly preferred
• Microsoft certifications (e.g., Azure Fundamentals, Microsoft 365 Certified)
• CompTIA A+ / Network+ / Security+ or equivalent
• Endpoint / Device Management certifications (Intune, MDM tools) – advantageous