Service Desk Analyst

Service Desk Analyst

Are you passionate about technology and helping people solve technical challenges? This remote opportunity allows you to serve as the first point of contact for IT support, ensuring a smooth and reliable digital experience for end users. You will troubleshoot technical issues, manage service requests, and provide timely assistance across a wide range of devices and applications. Working in a structured, fast-paced IT support environment, you will contribute to operational efficiency and user satisfaction. This role offers the opportunity to strengthen your technical expertise while collaborating with experienced support teams. It is ideal for a customer-focused professional who enjoys problem-solving and delivering exceptional service.

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.