IT Global Service Desk Analyst

Aurora Energy Research; Gurugram District; Hybrid; INR 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid Work model

Provident Fund Scheme

Maternity leave

International team culture

Job summary

Aurora Energy Research in Gurugram, India, seeks an IT Global Service Desk Analyst to join our IT Service Desk Team. The role focuses on 24x5 global support, incident management, and remote/onsite user assistance for a range of Microsoft and hardware environments.

You will handle onboarding/offboarding, software deployment, and knowledge base contributions, while collaborating with teams across locations to ensure high customer satisfaction.

Qualifications

• Willing to work rotational 24x5 shifts.
• Strong customer service ethos and team orientation.
• Excellent written and verbal communication skills in English.
• Ability to build strong working relationships at all levels.
• Flexible, positive attitude with a willingness to take on new challenges.
• Self-starter with strong problem-solving and time-management abilities.
• Ability to prioritise and handle multiple tickets effectively.

Responsibilities

• Triage and categorise IT Support tickets and resolve within SLA.
• Manage and escalate major incidents with timely communication and resolution.
• Perform IT administrative tasks per SOPs including access and account management.
• Provide remote support for end users and troubleshoot applications/hardware.
• Support Microsoft Teams calls and video conferencing; investigate call quality issues.
• Carry out onboarding and offboarding tasks for employees.
• Deploy and manage software, systems, and licensing (Office 365, OneDrive/SharePoint, antivirus).
• Contribute to IT knowledge base content for users and staff.
• Monitor and support site-based video conferencing equipment.

Skills

Rotational shifts

Customer service

Excellent English

Relationship building

Adaptable

Self-starter

Time management

Tools

Jira Service Desk

Microsoft 365

Intune

Azure Entra ID

Defender

Microsoft Endpoint Manager

SharePoint

VPNs

Job description

IT Global Service Desk Analyst

Department: Tech - IT

Employment Type: Permanent - Full Time

Location: Gurugram, India

Description

About the role: We have an excellent opportunity to join our newly established IT Service Desk Team, supporting internal colleagues at Aurora, a highly successful energy analytics consultancy. This is an office-based position located in our Gurugram office, working shifts as part of the Service Desk Team to provide 24x5 rotational global support.

To succeed in this role, you'll need minimum of 5 years of global technical support hands on experience, delivering solutions across diverse IT environments and ensuring high customer satisfaction. Key technologies include Windows 11, Microsoft 365, MS Teams, Intune, account administration tools (e.g., Entra, SharePoint), and general hardware/software troubleshooting.

We're looking for someone who is resourceful, adaptable, and an excellent communicator (essential for this role) who can quickly diagnose and resolve technical issues while working effectively with colleagues across multiple teams and global locations.

Key Responsibilities

• Triage and categories IT Support tickets (Incidents, Service Request, etc.) responding to and resolving tickets within SLA
• Manage and escape major incidents, ensuring timely communication and resolution
• Perform IT administrative tasks in line with standard operating procedures (SOPs), including access and account management
• Provide remote support for end users, including troubleshooting applications and hardware issues
• Support Microsoft Teams calls and video conferencing, including investigation of call quality issues
• Carry out onboarding and offboarding tasks for employees
• Deploy and manage software, systems, and licensing (Office 365, OneDrive/SharePoint, antivirus tools)
• Contribute to the development and maintenance of IT knowledge base content for both users and IT staff
• Monitor and support site-based video conferencing equipment

Skills, Knowledge and Expertise

Required attributes:

• Must be willing to work rotational (monthly/quarterly) shifts as part of a 24x5 team.
• Strong customer service ethos; proactive and team-oriented mindset
• Excellent written and verbal communication skills in English are a must
• Ability to build strong working relationships at all levels
• Flexible, positive attitude with a willingness to take on new challenges
• Self-starter with strong problem-solving and time-management abilities
• Ability to prioritise and handle multiple tickets effectively

Technical skills (Required):

• Microsoft Office 365 administration and application support
• Windows 11 setup, configuration and troubleshooting
• Hardware provisioning and installation
• Hands-on experience resolving hardware-related issues
• Familiarity with cloud VPNs and basic networking concepts
• Experience with Azure Entra ID, Intune, Defender, and Microsoft Endpoint Manager
• Microsoft Teams support and administration
• Audio/Visual (AV) hardware experience (e.g., Logitech systems)
• Working knowledge of ITSM tools (e.g., Jira Service Desk)

Desirable attributes:

• ITIL certification or familiarity with the ITIL framework
• Awareness of GDPR and ISO 27001 compliance
• Microsoft or other IT support certifications

What we offer

Some of the benefits we include are:

• Accidental, term life and medical insurance
• Hybrid Work model
• Employee's Provident Fund Scheme
• Maternity leave
• A fun, informal, collaborative and international work culture
• Access to the Aurora Academy, our training programme offering a range of opportunities to develop your skills within the responsibilities of your role and within the wider context of the industry.
• Access to our Employee Assistance Programme (EAP), offering a complete support network that offers expert advice and compassionate guidance 24/7/365, covering a wide range of personal and professional aspects

The Company is committed to the principle that no employee or job applicant shall receive unfavorable treatment on grounds of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership, pregnancy and maternity.