Service Desk Analyst

Service Desk Analyst

This role is an opportunity to provide essential Level 1 and Level 2 technical support within a global, enterprise IT environment. You will serve as a key point of contact for users, troubleshooting issues across Windows, Microsoft Office, VPN, telephony, servers, and enterprise applications. The position combines hands-on technical problem-solving with user support, infrastructure monitoring, and knowledge management. You will work with tools and technologies including Active Directory, WSUS, remote-support platforms, and service-management systems. Your ability to diagnose issues logically and communicate clearly will directly contribute to user satisfaction and service reliability. You'll operate in a collaborative environment where process discipline, documentation, and continuous improvement are highly valued. This is a 24/7 support role suited to a technically curious professional who can work independently while contributing effectively to a service desk team.

Accountabilities

• Handle IT service desk calls and requests while following established support procedures and service-management practices.
• Provide Level 1 and Level 2 technical support for Windows, Microsoft Office, VPN, telephony, server infrastructure, and enterprise applications.
• Troubleshoot Windows 11 user-profile, email-configuration, application-installation, and general desktop issues.
• Support Active Directory activities including password resets, user-profile changes, and application or patch distribution through tools such as WSUS and SMS.
• Diagnose basic networking issues involving DHCP, DNS, IP configuration, connectivity, and other network fundamentals.
• Use remote-support technologies such as RDP and comparable remote-access tools to troubleshoot user environments.
• Proactively monitor key infrastructure components and perform initial troubleshooting when issues are detected.
• Create, maintain, and follow knowledge articles to document technical resolutions and improve first-contact resolution.
• Ensure user issues are handled efficiently while maintaining a strong focus on customer satisfaction and service quality.
• Follow established IT processes completely and accurately, identifying opportunities to improve workflows and the overall user experience.
• Collaborate with colleagues and other IT teams to resolve incidents, escalate complex issues, and maintain service continuity.
• Provide technical support within a 24/7 operational environment and adapt to assigned shifts as required.

Requirements

• 2–4 years of hands-on experience supporting enterprise productivity tools, including Microsoft Word, Excel, PowerPoint, and Outlook.
• Strong understanding of the Windows 11 enterprise environment, including user profiles, email configuration, and application installation.
• 1–2 years of experience administering or supporting Active Directory, including password resets, user-profile management, and application or patch distribution.
• Basic understanding of Microsoft networking configuration for PCs, including DHCP, DNS, IP addressing, and connectivity troubleshooting.
• 1–2 years of experience with international service desk operations and remote-support technologies such as RDP or similar tools.
• Good understanding of network and server fundamentals.
• Basic knowledge of the ITIL framework; ITIL V3 Foundation certification or equivalent knowledge is an advantage.
• Experience working with ServiceNow is preferred.
• Experience supporting enterprise applications such as Oracle EBS is an advantage.
• Knowledge of installing and supporting applications such as Studio.Net and Visio is a plus.
• Familiarity with Mac OS environments is beneficial.
• Strong logical and analytical thinking, with the ability to investigate unfamiliar technical issues systematically.
• Excellent verbal and written communication skills.
• Ability to execute assigned tasks independently while working effectively as part of a team.
• Strong process discipline and the ability to follow technical procedures accurately and consistently.
• A continuous-improvement mindset, with the ability to document solutions and identify ways to improve efficiency and user experience.
• Willingness and availability to work in a 24/7 support environment.

Benefits

• Full-time remote opportunity based in India, with the role supporting a global enterprise environment.
• Opportunity to work across desktop support, enterprise applications, networking, infrastructure, and IT service management.
• Exposure to technologies including Windows 11, Active Directory, Microsoft Office, VPN, remote-support tools, WSUS, and ServiceNow.
• Opportunity to develop expertise in ITIL-aligned service management and enterprise IT operations.
• Collaborative environment focused on learning, teamwork, and continuous improvement.
• Opportunity to make a direct impact on employee productivity and user experience.
• Comprehensive benefits package and additional employee perks.
• Supportive workplace culture that values inclusion, professional development, and employee wellbeing.