Job Summary:
We are hiring a Service Desk Analyst – Senior with strong experience in enterprise IT support, incident management, and customer-focused technical troubleshooting. The ideal candidate should possess hands-on expertise in handling complex incidents, coordinating with technical resolver teams, and delivering high-quality frontline IT support across enterprise environments. The role requires strong communication skills, SLA management capabilities, and expertise in Microsoft 365 ecosystem and endpoint management tools.
Role & Responsibilities:
· Provide frontline technical support for incidents and service requests across multiple support channels including telephone, remote support, and ITSM tools
· Handle incident lifecycle management from initiation through resolution and confirmed closure
· Diagnose and troubleshoot technically complex issues beyond standard procedures where feasible
· Coordinate with Level 2/3 teams, vendors, and resolver groups for timely issue resolution
· Ensure incidents and service requests are logged, prioritised, categorised, and routed as per SLA processes
· Monitor SLA compliance and proactively escalate risks impacting service delivery
· Provide timely updates and communication to users, stakeholders, and technical teams
· Participate in major incident coordination and support service restoration activities
· Assist in handling VIP users, escalated incidents, and customer-critical business functions
· Translate technical issues into business-friendly communication for end users and stakeholders
· Maintain high-quality documentation for incidents, troubleshooting, and resolutions
· Create and update knowledge base articles and reusable troubleshooting documentation
· Support continuous service improvement and knowledge management initiatives
· Provide informal technical guidance and support to junior team members
· Participate in after-hours support, on-call, and rostered shift coverage as required
Technical Skills Required:
· Strong experience in Service Desk / Technical Support roles within enterprise or MSP environments
· Hands-on expertise in Microsoft 365 support and administration
· Strong knowledge of Entra ID (Azure Active Directory) and identity management
· Experience with Intune, Autopilot, endpoint management, and device administration
· Familiarity with ITSM tools such as HaloITSM or similar ticketing platforms
· Strong troubleshooting and analytical problem-solving skills
· Understanding of incident management, SLA tracking, and service restoration processes
· Experience handling major incidents and coordinating with resolver teams
· Ability to manage customer communication and expectation handling professionally
· Knowledge of remote support tools, monitoring tools, and RMM platforms
· ITIL Foundation certification preferred
· Excellent verbal and written communication skills
· Ability to work under pressure in high-priority incident environments
· Strong customer service orientation and stakeholder management capability
Pay: ₹1,000,000.00 - ₹2,000,000.00 per year
Work Location: In person
