Global Service Desk Engineer

Anthesis Group; Pune District; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Anthesis Group is hiring a Global Service Desk Engineer in a remote-first, cloud-first environment. The role provides first-line IT support for 1,500+ users across regions, handling hardware, software, identity, and access issues.

You will triage incidents, escalate to L2 with clear context, and contribute to knowledge articles while delivering a friendly, consistent support experience globally. This hybrid role in Pune, India requires ITIL-aware processes and strong English communication.

Qualifications

• Experience providing L1 or Service Desk support in a corporate IT environment.
• Experience supporting end-user hardware (laptops, tablets, smartphones).
• Experience supporting Windows 10/11 environments.
• Experience supporting cloud services, particularly Microsoft 365 and Entra ID (Azure AD).
• Experience supporting macOS environments.
• Strong general IT troubleshooting and diagnostic skills.
• Professional working proficiency in English.

Responsibilities

• Respond to and resolve Service Desk tickets in line with defined SLAs and priorities.
• Accurately log, categorise, prioritise, and document all tickets in the ITSM platform.
• Provide first-line support for hardware, software, identity, and access-related issues.
• Perform effective triage and elevate tickets to L2 teams with clear context and troubleshooting detail.
• Communicate clearly and professionally with end users throughout the ticket lifecycle.
• Participate in Service Desk handovers and follow-the-sun support coverage.

Skills

Customer service

Communication

Problem solving

English proficiency

Remote collaboration

Time management

Tools

Microsoft 365

Azure AD (Entra ID)

Intune

Azure Virtual Desktop

Job description

Global Service Desk Engineer

Department: Enabling : IT

Employment Type: Permanent - Full Time

Location: India

Description

The Global Service Desk IT Engineer is a Level 1 (L1) support role within the company’s Global Service Desk, responsible for providing first-line technical support to 1,500+ end users across multiple regions. Operating in a remote-first, cloud-only environment, this role acts as the first point of contact for all IT support requests. The IT Engineer is responsible for resolving common issues, accurately triaging and escalating incidents to Level 2 (L2) teams where required, and ensuring a consistent, high-quality support experience for users globally. This role is well suited to a technically capable, customer-focused engineer who enjoys problem-solving, learning new technologies, and contributing to continuous improvement in a fast-growing global organisation.

Key Responsibilities

Service Desk Support & Operations

• Respond to and resolve Service Desk tickets in line with defined SLAs and priorities
• Accurately log, categorise, prioritise, and document all tickets in the ITSM platform
• Provide first-line support for hardware, software, identity, and access-related issues
• Perform effective triage and elevate tickets to L2 teams with clear context and troubleshooting detail
• Communicate clearly and professionally with end users throughout the ticket lifecycle
• Participate in Service Desk handovers and follow-the-sun support coverage

User Experience & Knowledge

• Deliver a friendly, consistent, and customer-focused support experience
• Identify gaps in documentation and proactively contribute to knowledge articles and FAQs
• Promote self‑service and knowledge-led support where appropriate
• Provide feedback to the Global Service Desk Lead on recurring issues and improvement opportunities

Continuous Improvement & Collaboration

• Participate in Service Desk improvement initiatives, tooling enhancements, and process changes
• Support ITSM best practices, including incident, request, and problem management
• Collaborate with L2, security, infrastructure, and application teams to improve resolution quality
• Stay up to date with supported systems, tools, and technologies

Skills, Knowledge & Expertise

Qualifications & Experience Required

• Experience providing L1 or Service Desk support in a corporate IT environment
• Experience supporting end-user hardware (laptops, tablets, smartphones)
• Experience supporting Windows 10/11 environments
• Experience supporting cloud services, particularly Microsoft 365 and Entra ID (Azure AD)
• Experience supporting macOS environments
• Strong general IT troubleshooting and diagnostic skills
• Professional working proficiency in English

Desirable

• Experience supporting mobile devices (iOS and Android)
• Experience with Microsoft Endpoint Manager (Intune)
• Experience with Azure Virtual Desktop
• Experience supporting SaaS platforms such as NetSuite or HubSpot
• Basic scripting experience (PowerShell preferred)
• Additional language skills

Skills & Competencies

• Strong customer service and communication skills
• Methodical and organised approach to problem‑solving
• Ability to manage multiple tickets and priorities effectively
• Attention to detail in documentation and ticket updates
• Willingness to learn and develop technical and process knowledge
• Ability to work independently in a remote, distributed team
• Comfortable following defined processes while contributing improvement ideas

Working Hours & Location

• Hybrid, India Pune
• Flexibility required to support global users across time zones on a rota basis
• Standard working hours aligned to Service Desk coverage requirements