IT Service Desk Analyst

ParentPay Group; Pune District; On-site; INR 300,000 - 540,000; Full time

Job summary

ParentPay Group in Pune, India, is seeking an IT Service Desk Analyst to triage and support incidents, respond to queries face to face, by phone, or via the service portal, and help improve IT services.

The role requires a minimum of 3 years in an IT service desk, strong customer service and communication skills, and hands-on experience with Windows 10/11, Office 365, and ITIL practices in a fast-paced environment.

Qualifications

• 3+ years of IT service desk experience.
• Experience supporting Windows 10/11 and MS 365.
• Familiarity with ITIL processes and service desks.
• Strong written and verbal communication skills.
• Customer-oriented problem solving and initiative.

Responsibilities

• Triage and support all customer incidents and requests via multiple channels.
• Follow escalation paths to ensure prompt resolution.
• Monitor ticket trends to identify common causes and problems.
• Collaborate with IT colleagues to implement process improvements.
• Arrange external support when needed and maintain documentation.
• Assist in production/support changes and stay updated on technology trends.
• Support procurement of IT hardware and software as required.

Skills

IT service desk

Windows 10/11

MS Office 365

Microsoft 365

ITIL

Customer service

Communication

PC hardware

Networking basics

Job description

IT Service Desk Analyst

Department: IT

Employment Type: Permanent - Full Time

Location: Pune, India

Description

ParentPay Group is Europe’s leading software product company and the UK’s largest education technology business. We are on a mission to bring next‑generation innovation to positively impact on the lives of millions of parents, teachers, and students every day in over 49 countries.

Our market leading products use cutting edge cloud-based technology to streamline school processes, including secure web and mobile apps that enable secure online payments for school items such as meals, trips, clubs and uniform, improve parental engagement, simplify meal management and - through our product SIMS - collect and manage a database of student information and core school operations.

ParentPay Group’s new offices in Pune are a fantastic tech hub for those looking to boost their careers in software product development.

Our bright team FastTrack their career with international exposure and ways of working based on agile development best practices from globally renowned technology consultancies.

Key Responsibilities

• Triage and support all customer incidents and requests, responding to support queries face to face, via phone, or through the service portal.
• Follow escalation path within the department to ensure prompt resolution.
• Support the continuous improvement and escalation of incident and service resolutions by monitoring ticket trends to identify common causes and problems.
• Collaborate with IT colleagues and management to implement process improvements, optimizing response, and resolution times.
• Arrange for external technical support where problems cannot be resolved in house.
• Create and maintain detailed documentation of processes, services, and systems.
• Support changes to production and auxiliary systems in line with departmental improvements and change process.
• Stay up to date on the latest technology and support practices, aiming to continuously improve service quality.
• Assist in the procurement of IT Services hardware and software.

Skills, Knowledge and Expertise

Exp: 3+ Yrs

• Excellent verbal and written communication skills.
• Exceptional customer service and problem‑solving skills.
• Working on an IT Service Desk.
• Supporting Microsoft Windows 10 & 11 operating systems.
• Troubleshooting Microsoft Office 365 suite (MS Word, Excel etc.)
• Troubleshooting Microsoft 365 suite (Exchange, SharePoint, Teams, OneDrive, AAD etc.)
• Positive, pragmatic, and able to use your own initiative.
• Understanding of the ITIL framework for IT service delivery.
• Good understanding of PC hardware set-up and configuration.
• Basic understanding of IP based networking.