IT Service Desk Analyst

Protiviti India; Electronic City; On-site; INR 480,000 - 750,000; Full time

Job summary

Protiviti India is seeking IT Service Desk Analysts to join a global End User Support team in Bangalore. You will deliver high-quality technical support across hardware, OS, apps, and collaboration tools, within a follow-the-sun model.

Role involves incident triage, service requests, and problem management with mentorship for juniors. 5-day on-site work, rotating shifts, and strong customer focus are expected.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 4 to 9 years of hands-on IT service desk / end-user support experience within an enterprise environment.
• Strong troubleshooting capability across Windows OS, endpoint performance, printers/peripherals, and basic network connectivity.
• Proven experience supporting identity and access requests (SSO, MFA, Active Directory, distribution lists).
• Experience with ITSM platforms (ServiceNow) and ticket lifecycle management.
• Clear documentation of troubleshooting steps and resolutions.
• Excellent verbal and written English communication skills with a customer-first approach.

Responsibilities

• Provide day-to-day first-line and advanced technical support globally across hardware, OS, applications, and collaboration tools.
• Log, categorize, prioritize, triage, and resolve incidents and service requests per SLAs.
• Troubleshoot end-user issues on Windows endpoints, MFA guidance, Outlook sign-in, VPN, Wi‑Fi, DNS.
• Handle onboarding/offboarding, access requests, and device provisioning per playbooks.
• Escalate complex incidents, coordinate with resolver groups, and ensure timely restoration.
• Document RCA, runbooks, and knowledge base articles to improve FCR and repeatability.

Skills

Windows troubleshooting

End user support

Escalation management

Access & identity

ITSM operations

Documentation

English communication

Education

Bachelor's degree in CS/IT/Engineering

Tools

ServiceNow

Nexthink

Moveworks

Job description

IT Service Desk Analyst / Senior Analyst (Global Enterprise Support)

• Job Title: IT Service Desk Analyst / Senior IT Service Desk Analyst
• Department: End User Support (EUS / BCC)
• Location: Bangalore, India (Strictly 5 Days On-Site / Work from Office)
• Experience Range: 4- 9 Years
• Employment Type: Full-Time, Permanent
• Work Shift: Rotational Shifts (Follow-the-sun Global Support Model)

Role Overview

We are seeking customer-focused, operationally driven IT Service Desk Analysts and Senior Analysts (4-9 years of experience) to join a leading global enterprise's End User Support organization in Bangalore. In this hands-on, operationally focused role, you will deliver high-quality technical support to enterprise IT users worldwide across hardware, operating systems, applications, and collaboration tools, ensuring stable, secure, and productive workplace technology experiences.

Operating within a follow-the-sun global operational model, you will triage and resolve incidents, fulfill service requests, manage complex escalations, and collaborate closely with Desktop Side Support, Desktop Engineering, Infrastructure, Network, Security, and Application resolver teams across regions. Depending on your experience level, you will execute playbook-driven support tasks, drive advanced cross-domain troubleshooting, contribute to problem management/RCA, and mentor junior team members.

Key Responsibilities

1. End User Support & Service Desk Operations

• Provide day-to-day first-line and advanced technical support globally across the enterprise IT environment (hardware, operating systems, applications, and collaboration tools).
• Log, categorize, prioritize, triage, and resolve incidents and service requests in strict adherence to defined SLAs and operational standard operating procedures.
• Troubleshoot and resolve end-user issues across Windows endpoints, account unlocks, password resets, MFA guidance, Outlook/email sign-in profiles, printing/peripheral issues, standard "how-to" queries, and basic network connectivity checks (Wi‑Fi, VPN, DNS, proxy).
• Execute routine service desk activities including onboarding and offboarding administration (joiner/mover/leaver processes), mailbox and shared mailbox access, distribution list/group membership updates, Teams/channel access requests, standard software installations, and printer mappings.

2. Incident Management & Advanced Troubleshooting

• Perform structured incident triage using checklists, diagnostic scripts, logs, knowledge articles, and Digital Employee Experience (DEX) monitoring tools (Nexthink) to validate issues and confirm impact and urgency.
• Act as an escalation point for complex incidents, driving thorough technical investigation, coordination across resolver groups, and timely restoration of service.
• Escalate issues that require deeper technical investigation via standard escalation paths, ensuring each ticket includes a complete triage package (symptoms, business impact, attempted troubleshooting steps, diagnostic logs, and user communications).
• Collaborate seamlessly with Desktop Side Support, Desktop Engineering, Infrastructure, Network, Security, and Application teams to resolve cross-domain incidents.
• Maintain clear and timely communication with end users and stakeholders, setting realistic expectations, providing regular status updates, and confirming resolution prior to ticket closure.

3. Service Requests, Access & Device Support

• Fulfill standard and repeatable catalog service requests (software provisioning, access requests, VPN setup guidance, email configuration/profile rebuilds, standard device/peripheral setup) using documented playbooks and automation where available.
• Support user identity, Single Sign-On (SSO), and access governance tasks in strict alignment with enterprise security policies and required approvals.
• Provide operational support for collaboration and productivity tooling (Microsoft 365, MS Teams, Exchange/Outlook) and common workspace peripherals (docking stations, headsets, monitors, printers).
• Coordinate device lifecycle activities with local Desktop Side Support teams (imaging, hardware replacements, break/fix logistics), ensuring accurate asset and ticket records.

4. Problem Management, Knowledge & Change Enablement

• Identify recurring incidents, monitor trend patterns, and contribute to Problem Management by logging symptoms, reproduction steps, workarounds, and supporting Root Cause Analysis (RCA) investigations.
• Author, review, and maintain standardized knowledge base articles, troubleshooting guides, runbooks, and ticket resolution notes to improve first-contact resolution (FCR) and support repeatability.
• Support IT change implementation activities (operational validation, user communications, hypercare support) and ensure service desk readiness for new or modified services.
• Maintain meticulous ticket documentation, categorization, and reporting inputs to support service performance, auditability, and continuous operational improvement.

5. Operational Excellence, Queue Governance & Mentoring

• Manage assigned ticket workload and monitor overall queue health to meet SLAs, highlight backlog bottlenecks, and elevate systemic risks or service-impacting trends to leadership.
• Contribute to continuous improvement initiatives, including repeat contact reduction, self-service adoption, and standardizing repetitive support procedures.
• Participate in follow-the-sun rotational shifts and on‑call operational support as required, ensuring smooth shift handovers and ticket updates.
• Provide operational guidance, technical coaching, and mentoring to junior analysts when needed (for senior‑level profiles).

Technology Stack

• Platforms: ServiceNow (ITSM), Nexthink (DEX Solution), Moveworks (AI Chatbot)
• Operating Systems: Windows Desktop OS, Mobile OS (iOS / Android basic support)
• Productivity & Collaboration: Microsoft 365, MS Teams, Exchange / Outlook, SharePoint
• Endpoint & Access Tools: Remote Assistance Tools, Endpoint Management Platforms, Active Directory, SSO, MFA, VPN Solutions
• ITSM Processes: Incident Management, Service Request Fulfillment, Problem Management, Change Enablement
• Knowledge & Self-Service: Enterprise Knowledge Base, Self-Service Portals, Support Runbooks

Required Qualifications & Competencies

• Education: Bachelors degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Experience: 4 to 9 years of hands‑on IT service desk / end‑user support experience within an enterprise environment.
• Technical Troubleshooting: Strong troubleshooting capability across Windows OS, endpoint performance, printers/peripherals, and basic network connectivity (DNS, VPN, Wi‑Fi, proxy) using documented steps and diagnostic tools.
• Access & Identity Management: Proven experience supporting identity and access requests (SSO, MFA, Active Directory user administration, distribution lists, shared mailboxes) under strict security approval workflows.
• ITSM & ITIL Alignment: Strong operational discipline working within ITSM platforms (ServiceNow preferred), covering incident and request lifecycles, SLA adherence, and ticket quality standards.
• Documentation Skills: Ability to clearly document troubleshooting steps, resolution notes, and contribute to standard knowledge articles.
• Communication: Excellent verbal and written English communication skills with a customer‑first approach.

Preferred Qualifications

• Experience supporting a large‑scale or global user base within a follow‑the‑sun / 24/7 rotational support model.
• Exposure to security and compliance requirements for end‑user support (access controls, endpoint compliance, data handling).
• Familiarity with DEX diagnostic tools (Nexthink) and automated support solutions.
• Experience supporting major incident escalations and contributing to RCA/problem records.
• Relevant industry certifications: ITIL Foundation (v3/v4), Microsoft 365 Certified (Modern Desktop / Fundamentals), or endpoint/support‑related credentials.