Service Desk Analyst

Accountabilities:

• Serve as the first point of contact for end-user incidents and service requests received through phone, email, portals, and other approved support channels.

• Verify user information and assess the nature, urgency, and business impact of technical issues.

• Log, categorize, prioritize, update, and resolve incidents and service requests using IT Service Management (ITSM) platforms.

• Provide first-level troubleshooting for laptops, desktops, mobile devices, printers, peripherals, operating systems, Microsoft Office applications, VPNs, remote access, and basic network connectivity.

• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Exchange Online, and other Office tools.

• Perform authorized password resets, account unlocks, multifactor authentication assistance, group membership updates, mailbox access requests, distribution list modifications, and license requests.

• Assist with device enrollment, standard software installation, compliance checks, Windows Autopilot activities, and basic Microsoft Intune or JAMF troubleshooting.

• Provide BitLocker recovery assistance and execute approved endpoint and access-related requests within assigned permissions.

• Utilize knowledge articles, scripts, standard operating procedures, and remote-support tools to maximize first-contact resolution.

• Communicate clearly with users, provide regular status updates, manage expectations, and confirm issue resolution before closing tickets.

• Escalate complex, unresolved, high-impact, security-related, or out-of-scope issues to Level 2 support or the appropriate technical team, ensuring complete diagnostic documentation.

• Maintain ticket ownership throughout the resolution and escalation process, following up as needed to ensure a positive user experience.

• Identify recurring technical issues, knowledge gaps, and opportunities for service improvement.

• Monitor ticket queues, backlog, aging tickets, service-level agreements (SLAs), first-contact resolution, reopened tickets, and customer satisfaction.

• Adhere to security, privacy, access management, incident handling, and acceptable-use policies.

• Participate in knowledge transfer, shadowing, reverse shadowing, readiness validation, and assigned 24/7/365 shift coverage.

Requirements:

• At least 1 year of experience in a Service Desk, Help Desk, desktop support, technical support, customer support, or managed services environment.

• Working knowledge of Microsoft Windows, Microsoft 365 applications, endpoint devices, printers, peripherals, VPNs, remote access, and basic network connectivity.

• Foundational experience supporting Outlook, Teams, OneDrive, SharePoint, Exchange Online, Microsoft Entra ID, Microsoft Intune, Active Directory, and multifactor authentication.

• Experience with ServiceNow or a comparable ITSM platform for logging, categorizing, prioritizing, updating, escalating, and resolving incidents and service requests.

• Ability to follow knowledge articles, scripts, standard operating procedures, security controls, and escalation processes accurately.

• Strong customer service, communication, active listening, troubleshooting, and documentation skills.

• Excellent time management, organizational skills, and attention to detail.

• Ability to manage multiple tickets simultaneously, meet service-level targets, and perform effectively in a 24/7 support environment.

• Strong problem-solving abilities and a proactive approach to resolving technical issues.

• Ability to recognize security risks, protect confidential information, and escalate suspected security incidents according to established procedures.

• Flexibility to work assigned shifts and collaborate effectively with distributed support teams.

Benefits:

• Work arrangement: Remote position.

• Location: India, with the role based in Gurugram.

• Employment type: Full-time.

• Work environment: Structured IT support environment with established processes and knowledge resources.

• Professional development: Opportunity to strengthen technical troubleshooting and IT service management skills.

• Career growth: Exposure to enterprise IT systems, Microsoft technologies, endpoint management, and ITSM processes.

• Team collaboration: Opportunity to work alongside technical support professionals and specialized resolver teams.

• Support experience: Hands-on exposure to enterprise IT operations and end-user technology support.