Service Desk Associate (Day Shift)

Overview

Provide front-line service ownership and hands-on desktop engineering as the technical point of resolution for end-user technology. Support complex user problems while centrally managing desktop images, software distribution, device provisioning, patch governance, endpoint protection, and inventory.

What you'll do

• Receive, log, triage and classify incidents and service requests, setting category, impact and priority accurately at first touch.
• Respond to complex user problems, queries and complaints across the supported estate.
• Diagnose problems by engaging users, gathering information and systematically troubleshooting.
• Resolve user problems through timely fault rectification, or escalate problems outside the role's scope or authority.
• Keep users informed at agreed intervals through closure and confirm resolution before closing tickets.
• Support priority and major incidents by tracking progress, maintaining incident records and timelines, and issuing timely updates until service is restored.
• Review non-standard or high-profile user requests, research options and recommend potential solutions.
• Assist with setting up technology for conferences and meetings.
• Provide central management of desktops, including image management and automated device provisioning and configuration.
• Develop and maintain desktop images so builds remain current, consistent and rapidly deployable.
• Install, configure and maintain desktops and laptops using imaging and other deployment solutions.
• Develop and build software packages to deploy applications and automate software distribution.
• Govern endpoint patch management, including scheduling, exception handling and compliance reporting.
• Manage endpoint protection and monitor endpoint health.
• Identify and mitigate security risks and remediate missing security patches within the defined window.
• Maintain accurate hardware and software inventory.
• Assist with hardware and software evaluation and recommend infrastructure upgrades or improvements.
• Assist the Network and Systems Administrator as required.
• Document associated procedures, including desktop configuration requirements.
• Train users on new technologies.
• Share technical knowledge and provide constructive feedback to less experienced staff.
• Maintain reliable coverage within a 24x7 support model, including scheduled shift rotation.
• Support distributed users across agreed regional overlap and local business hours.
• Hand over open and in-progress work between shifts and global IT teams.
• Complete a documented end-of-shift handover covering open and in-progress tickets, active priority incidents, pending actions and agreed next steps.

What you'll need

• Bachelor’s degree in computer science or equivalent experience in a related field.
• 3+ years of related experience in desktop administration, endpoint engineering or senior technical end-user support.
• Experience using an enterprise ITSM tool to log, triage, prioritize, assign and track incidents and service requests against SLA.
• Experience supporting geographically distributed users across multiple time zones from an offshore or global capability center.
• Professional proficiency in spoken and written English sufficient to support a multi-national user base and communicate with senior stakeholders.
• Experience with desktop image management, patch management governance, software packaging and automation of software distribution.
• Experience with endpoint protection, endpoint health monitoring and remediation of missing security patches.
• Working technical knowledge of MS Active Directory, DHCP, DNS, MS Outlook, O365, MS SQL, and file and print servers.
• Working knowledge of VMware and Nutanix, Storage Area Networks (SAN) and other networked storage arrays, and OEM server hardware from vendors such as HP, Dell or IBM.
• Ability to work under general supervision with limited day-to-day instruction on non-routine tasks.
• Problem-solving, analytical, service orientation, personal accountability, communication, interpersonal, detail orientation and time-management skills.
• Ability to mentor and coach by sharing technical knowledge and providing constructive feedback to less experienced staff.
• Flexibility to work effectively within a 24x7 operating model and adapt to shift rotation and unplanned demand.
• Ability to communicate clearly in spoken and written English with users across regions and levels of technical familiarity.

Nice to have

• Exposure to a priority or major incident management process, including participation in incident bridges and issuing stakeholder status updates.

Details

• Location: Navi, Mumbai.
• Work within a 24x7 support model with scheduled shift rotation.
• Support distributed users across multiple time zones, maintaining agreed regional overlap and responding during users' local business hours.
• Complete documented handovers at the end of each shift.