Associate Service Desk Analyst
Hybrid · Bengaluru, Karnataka, India
Job Summary
Associate Service Desk Analyst responsible for onsite and remote IT support to a global user base; handles high-volume tickets, follows ITIL practices, participates in on-call rotation, develops and updates Service Desk Procedures and End User Manuals, and implements robust monitoring for scale and performance. Collaborates with Service Delivery and Infra teams to identify issues and drive fixes, investigates and analyzes root causes of problems, tracks metrics and KPIs in line with SLAs, and provides both local onsite support and remote support to a 2900+ user base globally. Requires experience with Windows OS, Microsoft Office, Microsoft Exchange, Active Directory, networking, and IT service management. Strong communication, customer-service orientation, problem-solving skills, and willingness to learn and upskill in a dynamic, global IT environment.
Required Qualifications
- Educational qualification: Graduate or Equivalent Diploma
- ITIL certification or a willingness to undertake
- Experienced in support of Windows OS, Microsoft Office, Microsoft Exchange, Active Directory account management
- Knowledge of Network, AD, Messaging and Infra issues Troubleshooting
- A disciplined approach to implementation, support, and documentation
- Self-starting and self-motivated and professional with ability to take on responsibility
- Willingness to learn and to upskill technical knowledge
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