IT Service Desk required on STL Payroll For UK Client

STL Digital; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

STL Digital in Bengaluru is seeking a Helpdesk Support Analyst to be the first point of contact for end users, delivering fast, high-quality support across phone, chat, email, and our AI-assisted self-service portal.

You will log, triage and resolve first-line incidents and service requests, using AI classification and knowledge tools to resolve at first contact whenever possible. The role is based in Bangalore with rotational night shifts and a focus on customer service and SLA adherence.

Qualifications

• Remote helpdesk experience in high-volume environment.
• Troubleshooting Microsoft 365 and Windows 11 end-user issues.
• Handling password resets, account unlocks, and group membership.
• Experience using ITSM ticketing tools (ServiceNow, Jira).
• Working in an SLA-driven environment and incident management.
• Excellent customer-service skills and written communication.
• Familiarity with AI chatbots (ServiceNow Virtual Agent) and Copilot Studio a plus.
• ITIL foundation awareness and responsible AI usage.

Responsibilities

• Smart Triage: Log and route incoming tickets using AI classification tools.
• Issue Resolution: Fix routine problems like password resets and account unlocks.
• Knowledge Management: Create and update KEDB documents for AI-searchable guides.
• SLA Tracking: Monitor queues and meet response and resolution deadlines.
• Diagnose, troubleshoot and escalate to second-line teams with high-quality notes.
• Maintain shift handovers and contribute to trend/CSAT reporting.

Skills

Remote helpdesk experience

MS 365 / Office troubleshooting

Active Directory / Entra ID

ITSM tools (ServiceNow, Jira)

SLA-driven environment

Customer service excellence

Windows 11 issues

Password resets / unlocks

Tools

ServiceNow

Jira

Microsoft 365

Windows 11

Active Directory

Job description

Role & responsibilities;

Helpdesk Support Analyst to act as the first point of contact for end users of customer

across the business, working alongside AI virtual agents and automation to deliver fast,

high-quality first-line support. Working remotely through phone, chat, email, and the AI-powered self-service portal, you will log, triage and resolve first-line incidents plus

service requests using AI-assisted classification, Copilot-style knowledge tools, and

automated fulfilment to resolve at first contact or route to the right team. This is a

customer-facing role at the front door of the Digital Workplace (DWP) function, operating

to clear first-response and resolution SLAs. Analyst should be working from Bangalore

office in rotational shifts.

Location:Bangalore, India

Shifts: Should be flexible for Night-Shift

Core Focus

You will handle standard IT support requests through phone, chat, email, and portals

while working side-by-side with AI chatbots to resolve issues and reduce ticket volume

faster.

Key Responsibilities

Smart Triage:Log and route incoming tickets using AI classification tools.

Issue Resolution:Fix routine problems like password resets, account unlocks,

and M365 errors.

Knowledge Management:Create and update KEDB documents for AI-

searchable support guides.

SLA Tracking:Monitor queues and meet strict response and resolution

deadlines.

Diagnose, troubleshoot and either resolve or escape to second-line / specialist

teams with full, high-quality notes; own the ticket through to closure.

Experience, reporting & continual improvement Keep users updated with

clear, jargon-free communication; support shift handovers, contribute to trend /

CSAT reporting.

Candidate Requirements

Essential Skills:

Remote helpdesk experience with high-volume contact environment

• Hands-on troubleshooting of Microsoft 365 / Office (Outlook, Teams,

OneDrive) and Windows11 end-user issues.

• Experience with Active Directory / Entra ID account actions password

resets, unlocks, and group membership.

• Experiencing using ITSM Ticketing tool (Service Now/ Jira) to log and

manage incidents and requests.

• Working experience in SLA driven environment
• Excellent customer-service skills, telephone manner and written communication.

Desirable Skills:

• Experience using AI chatbots (like ServiceNow Virtual Agent or Copilot

Studio),

• Familiarity with Microsoft Copilot
• ITIL foundation awareness of incident, request, and problem

management.

• Experience in PCI DSS / regulated environments and awareness of

responsible AI use.