Service Desk Analyst

Overview

Serve as the first point of contact for users, delivering customer service and technical support across workplace, end-user computing and enterprise applications in an ITIL-based environment.

What you'll do

• Serve as the first point of contact for users via phone, email, chat, and remote support, delivering excellent customer service and technical assistance.
• Manage user accounts by creating IDs, adding/removing users, updating permissions, and resetting, unlocking, or disabling access across applications.
• Diagnose, resolve, or escalate incidents and service requests in a timely manner while ensuring high levels of customer satisfaction.
• Provide 24x7 operational support for end users, including flexible shift coverage and general system administration activities.
• Troubleshoot and support issues related to authentication, account access, network & Wi-Fi, desktop systems, security, remote working, BIOS, Microsoft 365, and enterprise applications.
• Deliver technical support for End User Computing (EUC), Wintel environments, software distribution services, and IVR-based support channels.
• Understand business requirements and translate them into technical solutions that align with customer and organizational needs.
• Demonstrate the ability to work effectively across all organizational levels, collaborating with multiple client teams and cross-functional stakeholders.
• Maintain end-to-end understanding of technical services, including dependent infrastructure, applications, and service components.
• Collaborate with Workplace SMEs, service providers, and project teams to ensure successful service delivery, transitions, and continuous operational improvements.
• Contribute to service management processes, including incident, problem, change, configuration, capacity, availability, disaster recovery, asset management, monitoring, and alerting.
• Track and report service performance against KPIs, SLAs, service health metrics, and third-party contractual obligations while ensuring data quality controls.
• Drive continuous improvement by evaluating emerging technologies, recommending suitable solutions, adhering to security and architectural standards, and promoting knowledge sharing across teams.

What you'll need

• 5-8 years of experience providing technical support and service delivery in an enterprise ITIL-based environment.
• 3+ years of experience supporting workplace/end-user services in an enterprise environment.
• Strong experience in desktop, laptop, Windows OS, and application troubleshooting, including incident resolution within SLA.
• Hands-on experience with Microsoft Active Directory (AD) for user management, support, and implementation.
• Good knowledge of Microsoft Office products (Word, Excel, Outlook), including installation, repair, reinstallation, and troubleshooting.
• Working knowledge of industry-standard ticketing tools and service management processes.
• Basic understanding of network technologies, hardware, software, and enterprise applications/reporting systems.
• Excellent written, verbal, business communication, and interpersonal skills, with the ability to coordinate multiple stakeholders and third parties.
• Strong team player with proven time management, flexibility, and focus on delivering business outcomes in time-sensitive environments.
• Understanding of industry technology trends.

Nice to have

• Relevant qualifications/certifications in ITIL, Microsoft, or a Technology-related discipline.

Details

• Permanent work type.
• Location: DLF Downtown, Sector 25A Phase 3, Block 3, Gurugram, India.
• 24x7 operational support with flexible shift coverage.
• Hybrid working arrangements are available.