Website: Leading Global Technology Research & Advisory Firm | ISG (isg-one.com)
Wanted: dynamic and creative individuals ready to connect with a like-minded team. You’ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn’t mean you’ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there. So, get ready to kickstart your career with a team that’s connected – connected by freedom.
Position Overview
This is an exciting opportunity to join a highly collaborative, globally connected ISG Service Desk team that values initiative, practical problem-solving, and continuous improvement. Based in Frankfurt, you will provide hands-on IT support to approximately 20 local office users, deliver direct support to over 700 employees across the Asia region, and provide overflow support for a global user base of approximately 800 colleagues.
You will also play a key role in ensuring the smooth day-to-day operation of the Bangalore office, with a particular focus on supporting Microsoft Teams Rooms, conference room technology, and video collaboration solutions that are critical to employee productivity and client engagement.
As part of a team of four engineers, you will participate in a 24/5 support operation (Monday to Friday) with occasional weekend support, typically once every five to six weeks, to support planned maintenance and business-critical activities.
The successful candidate will thrive in a fast-paced, customer-focused environment, demonstrating excellent technical troubleshooting skills, strong communication, and a proactive approach to service delivery. You will be expected to work effectively as part of a close-knit team while taking ownership of issues, identifying opportunities for improvement, and responding with flexibility to changing business priorities. Reliability, accountability, and the ability to deliver high-quality solutions efficiently are essential to success in this role.
The role involves close collaboration with other IT teams, especially Infrastructure, so a strong grasp of core infrastructure services and a problem-solving mindset are essential. Above all, we’re looking for someone who’s passionate about delivering outstanding user experiences and eager to help people work smarter every day.
Responsibilities & Requirements
This role offers the chance to build and expand a broad set of IT skills while supporting line-of-business applications and end-user devices for both internal teams and external clients. You’ll work across hardware, software, networking, and communications technologies.
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Assist users with day to day IT issues, ensuring they receive friendly, professional, and timely support
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Develop a structured approach to troubleshooting and problem solving with guidance from the team
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Solid problem-solving skills with a structured diagnostic approach
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Hands-on experience with Office 365, Azure, and endpoint security tools
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Proficiency with Microsoft Office, Windows 10/11, and macOS
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Strong understanding of networking fundamentals (DHCP, DNS, TCP/IP, routing)
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Practical troubleshooting experience in both Windows and Mac environments, working directly with users on-site and remotely
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Clear and professional verbal and written communication skills
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Skilled in remote diagnostics and familiar with remote support tools
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Experience with collaboration platforms like Microsoft Teams, Zoom, and WebEx
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Understanding of ITIL principles and best practices
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Familiarity with service desk ticketing systems
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Strong interpersonal skills and a proactive, user-focused mindset
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Able to work independently and manage priorities with a flexible approach
Required Skillsets
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Based at our corporate headquarters in Bangalore
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Hybrid work model: minimum 4 days in the office
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Bachelor’s degree in a relevant field or equivalent workplace experience
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3+ years of experience, primarily in deskside or desktop support
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Experience supporting a user base of 200+ is preferred
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Previous experience working as part of a global IT team
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Technical certifications preferred
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Strong teamwork skills with the ability to take initiative, be proactive, and adapt as needed
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Dependable, responsible, and able to work efficiently to deliver timely solutions
At ISG, we don’t just accept differences, we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace, and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be.
The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.
