About Persistent
We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.
Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We reported $1,654.4M FY26 revenue with 17.4% Y-o-Y growth. We have delivered 24 sequential quarters of growth with $436.0M in Q4 FY26 revenue, up 3.2% Q-o-Q and 16.2% Y-o-Y growth. Our 27,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries. We have been recognized as the Fastest Growing IT Services Brand Globally in the 2026 Brand Finance IT Services 25 Report. We named a Leader in the Everest Group Private Equity (PE) Services PEAK Matrix® Assessment 2026 and Software Product Engineering PEAK Matrix® Assessment 2026.
About Position:
We are looking for an IT Service Desk Analyst – Level 1 to provide first-line technical support for end users across a 14x5 support environment. The role involves troubleshooting hardware, software, and O365-related issues, managing service desk tickets, handling user access requests, and delivering excellent customer service while ensuring timely issue resolution and escalation.
Role: IT Service Desk Analyst – Level 1-
Location: Bangalore
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Experience: 2 to 5 Years
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Job Type: Full-Time Employment
What You'll Do:
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Provide Level 1 technical support for hardware, software, laptops, desktops, printers, iPhones, and iPads.
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Receive, log, manage, and resolve incidents and service requests via phone, chat, email, and ticketing systems.
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Log and track tickets using ServiceNow and other service desk tools.
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Troubleshoot issues related to Windows, MacOS, O365, and desktop applications.
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Create, modify, and manage user access, permissions, and application rights.
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Escalate unresolved incidents to appropriate support teams following defined procedures.
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Install packaged software remotely using tools such as LogMeIn and Workspace ONE (WS1).
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Manage ticket queues effectively and ensure timely resolution of incidents.
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Communicate proactively with users regarding ticket status and follow-up activities.
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Achieve first-call resolution targets and meet service level requirements.
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Identify recurring issues and contribute to service improvement initiatives.
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Maintain technical documentation, knowledge articles, and process updates.
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Follow IT security policies, operational controls, and service management procedures.
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Collaborate with team members to improve support processes and customer satisfaction.
Expertise You'll Bring:
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2+ years of experience in IT Service Desk, Help Desk, or Technical Support.
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Strong knowledge of Microsoft Windows 10/11 and Microsoft Office 365.
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Experience troubleshooting O365 issues including permissions, calendar sharing, and delegation.
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Hands-on experience with Active Directory, user accounts, groups, and access management.
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Knowledge of Microsoft Office Suite and desktop support activities.
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Experience supporting Apple MacOS, iPhones, and iPads.
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Familiarity with ServiceNow or other ITSM/ticketing tools.
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Understanding of hardware, software, printer, and basic network troubleshooting.
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Strong customer service, communication, and telephone support skills.
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Excellent analytical, problem-solving, and organizational abilities.
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Ability to work effectively in a fast-paced, team-oriented environment.
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Knowledge of security concepts and IT support best practices is an advantage.
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Microsoft or Apple technical certifications are desirable.
Benefits:
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Competitive salary and benefits package
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Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
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Opportunity to work with cutting-edge technologies
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Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
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Annual health check-ups
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Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents
Values-Driven, People-Centric & Inclusive Work Environment:
Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.
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We support hybrid work and flexible hours to fit diverse lifestyles.
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Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
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If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment
Let’s unleash your full potential at Persistent - persistent.com/careers
“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”
