Service Desk Representative

Senior Services Technician (L2.5 / L3‑ Leaning) – Service Desk

Location: This is a hybrid opportunity in Delhi NCR, Bangalore, Hyderabad, Gurugram area.

Insight at a Glance

• 14,000+ engaged teammates globally with operations in 25 countries across the globe.
• Received 35+ industry and partner awards in the past year
• $9.2 billion in revenue
• #20 on Fortune’s World's Best Workplaces™ list
• #14 on Forbes World's Best Employers in IT – 2023
• #23 on Forbes Best Employers for Women in IT- 2023
• $1.4M+ total charitable contributions in 2023 by Insight globally

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions.

About the role

The Senior Services Technician (L2.5 / L3‑leaning) is a senior escalation and enablement role within the Service Desk, responsible for resolving complex technical issues, reducing dependency on downstream teams, and continuously improving service quality and resolution capability.

As a Senior Services Technician, you will get to:

• Serve as a senior escalation point for complex, high‑impact incidents and service requests that require advanced investigation and resolution.
• Perform deep technical troubleshooting across Windows 10/11 environments, including OS configuration, performance optimization, patching issues, and security‑related incidents
• Resolve advanced Microsoft 365 requests and incidents, including:  
  • Exchange Online: mailbox provisioning, permissions, shared mailboxes, distribution lists, email delivery and access issues 
  • Microsoft Entra (Azure AD): identity, access, group management, conditional access support, and authentication troubleshooting 
• Manage incidents, service requests, tasks, and escalations in ServiceNow, ensuring compliance with categorization, prioritization, SLA, and client‑specific support models
• Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

What we’re looking for

• 5+ years of experience in IT Service Desk or End‑User Support roles 

• Demonstrated experience at  L2 / L2.5 level , with L3‑leaning responsibilities 

• Experience in managed services or large enterprise environments strongly preferred 
• Solid working knowledge of  ServiceNow ITSM or comparable enterprise ITSM tools 

What you can expect

We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include:

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
• Medical Insurance
• Health Benefits
• Professional Development: Learning Platform and Certificate Reimbursement
• Shift Allowance

But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.

Join us today, your ambITious journey starts here.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.