IT Global Service Desk (Senior) Analyst

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

Benefits offered by this job

Hybrid work culture

Aurora Academy

Employee Assistance Programme (EAP)

Insurance

Job summary

Aurora Energy Research in Gurugram is seeking an IT Service Desk Analyst to join our newly established team. This office-based role provides 24x5 rotational global support to internal colleagues, handling incidents, service requests and access management.

You will work in a collaborative, international environment, perform remote troubleshooting, manage accounts, and help maintain the knowledge base. The role requires strong English communication and a proactive, customer‑focused mindset.

Qualifications

• 5+ years of Microsoft Office 365 administration and application support required.
• 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).

Responsibilities

• Triage and categorise IT Support tickets within SLA.
• Manage and upscale major incidents, ensuring timely communication and resolution.
• Perform IT administrative tasks 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 users and IT staff.
• Monitor and support site-based video conferencing equipment.

Skills

Customer service

Written and verbal English

Teamwork

Problem solving

Time management

Multitasking

Tools

Office 365 administration

Windows 11 troubleshooting

Azure Entra ID

Intune

Defender

Microsoft Endpoint Manager

Microsoft Teams

Jira Service Desk

VPNs

AV equipment

Job description

Description

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.

Department: Tech - IT

Location: Gurugram, India

Key Responsibilities

• Triage and categorise IT Support tickets (Incidents, Service Request, etc.) responding to and resolving tickets within SLA
• Manage and upscale 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

Soft Skills

• Willingness 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
• 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)

• 5+ years of 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

• A fun, informal, collaborative and international work culture
• Access to regular coaching and mentoring sessions and the opportunity to learn from experienced professionals
• 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

Other Benefits

• Medical, Accidental & Term life insurance
• Gratuity
• Hybrid work culture
• Provident Fund Scheme
• Fun Friday’s

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

The successful candidate would start as soon as possible. The team will review applications as they are received. Salary will be competitive with experience.