Analyst I Infrastructure Services

Accountabilities:

• Lead and coordinate the daily activities of the onsite IT support team, allocating and prioritising incidents, service requests, and operational tasks.

• Ensure adequate support coverage during agreed business hours and coordinate shifts, leave, and backup arrangements to maintain service continuity.

• Act as the first point of escalation for operational and technical issues requiring onsite intervention.

• Conduct regular team reviews and ensure adherence to established support processes and procedures.

• Provide and oversee onsite support for desktops, laptops, monitors, docking stations, printers, and other workplace peripherals.

• Support Windows operating systems, Microsoft 365 applications, and standard enterprise workplace tools.

• Coordinate the troubleshooting of hardware, software, connectivity, and user-access issues.

• Oversee device installation, configuration, replacement, refresh, and decommissioning activities.

• Provide onsite assistance for meeting-room and collaboration technology issues where required, coordinating with remote resolver teams for specialised support.

• Monitor incidents and service requests to ensure timely resolution within agreed service-level agreements (SLAs).

• Ensure tickets are correctly assigned, regularly updated, and closed with clear resolution details. Follow up on ageing, breached, and high-priority tickets.

• Coordinate onsite activities during major incidents and work with resolver teams to address recurring issues and identify permanent solutions.

• Support IT asset allocation, movement, collection, replacement, documentation, and inventory tracking.

• Monitor the availability of commonly required replacement equipment and peripherals, and support periodic asset verification and reconciliation.

• Ensure devices and equipment are handled in accordance with security and asset-management procedures.

• Serve as the primary operational contact for onsite workplace support, coordinating with business users, service desk teams, infrastructure specialists, vendors, and other resolver groups.

• Communicate updates on critical incidents, service issues, risks, delays, and operational dependencies to relevant stakeholders.

• Coordinate vendor visits and third-party support activities when required.

• Track service performance against agreed SLAs and operational targets, reviewing ticket backlogs, ageing, and recurring issues.

• Provide regular operational status reports, participate in service reviews and meetings, and identify opportunities for automation and service improvement.

• Maintain operational documentation, knowledge articles, and support procedures.

• Ensure compliance with organisational processes, security policies, and applicable incident, change, request, asset, and access-management procedures.

• Obtain the required approvals before performing controlled activities and support relevant audit and compliance requirements.

Requirements:

• Strong professional experience in onsite IT support, End User Computing (EUC), or workplace support.

• Previous experience leading or coordinating a team of desktop support or onsite IT support engineers.

• Strong technical knowledge of Windows desktop and laptop support, Microsoft 365 applications, hardware, and workplace peripherals.

• Experience troubleshooting hardware, software, user-access, and connectivity issues, including basic LAN and Wi-Fi support.

• Good understanding of enterprise end-user support environments and IT asset lifecycle management.

• Practical experience managing incidents and service requests, including ticket prioritisation, escalation, tracking, and resolution.

• Working knowledge of ITIL-based service management processes.

• Experience using enterprise IT service management and ticketing platforms such as ServiceNow or equivalent tools.

• Ability to manage escalations, prioritise competing operational demands, and maintain service quality under pressure.

• Strong customer orientation and stakeholder-management skills, with the ability to coordinate effectively across business users, vendors, and technical teams.

• Good written and verbal communication skills, including the ability to provide clear operational updates and document technical procedures.

• Ability to collaborate effectively with remote infrastructure and specialised resolver teams.

• A bachelor's degree or diploma in Information Technology, Computer Science, Engineering, or a related discipline is preferred.

• ITIL Foundation certification is preferred.

• Microsoft, desktop support, or workplace technology certifications are advantageous.

• Previous experience supporting large enterprise organisations or regulated environments would be beneficial.

• Key competencies include team leadership, ownership, accountability, technical troubleshooting, SLA management, incident and escalation handling, planning, prioritisation, compliance discipline, problem-solving, and continuous improvement.

Benefits:

• Full-time employment opportunity based in Bangalore, India.

• Workplace model that prioritises in-person collaboration while offering flexibility to support wellbeing, productivity, and different working styles.

• Opportunity to lead onsite IT support activities in an enterprise infrastructure environment.

• Exposure to cross-functional collaboration with business stakeholders, infrastructure teams, vendors, and service management specialists.

• Opportunity to contribute to operational improvements, service quality, and enterprise technology support.

• Specific salary, healthcare coverage, paid leave, incentives, and additional benefits were not detailed in the source job description.