IT Service Desk Technician

Kaplan; Bengaluru; On-site; INR 300,000 - 600,000; Full time

Job summary

Kaplan is seeking a motivated IT Service Desk Technician to support domestic and international remote staff in a full-time role, working within a global IT team and reporting to the Service Desk Manager.

You will log and resolve incidents, document lifecycle in ITSM, and follow ITIL processes while ensuring SLAs. The role covers hardware setup, network/VOIP monitoring, and collaboration with vendors.

Qualifications

• Good written and verbal communication skills.
• Self-motivated and team player.
• Proven customer service skills in a diverse population.
• Ability to learn new systems and technologies.
• Ability to analyse and communicate deep technical material.
• Knowledge of SOX, GDPR, PCI DSS, ISO 27001.
• Familiar with ITIL ITSM framework.
• Experience with Microsoft 365, on prem & Azure AD, networking, VOIP.
• Win 11, Mac OS, MS Office, desk support.
• Mobile OS (Android/iOS) deployment.

Responsibilities

• Provide 1st line IT support for incidents and requests.
• Own and track incidents to meet SLAs.
• Document lifecycle in ITSM following ITIL.
• Resolve root causes, not just symptoms.
• Reduce calls to Service Desk through proactive fixes.
• Manage user accounts, permissions, and access rights.
• Support business systems and 3rd party apps.
• Contribute to knowledge base and docs.
• Collaborate with team and vendors.
• Configure new hardware to meet needs.
• Monitor networks, VOIP, servers and AV.
• Inform manager of trends and delays.
• Escalate to 2nd line when needed.
• Follow ITIL incident lifecycle.
• Coordinate faulty devices with 3rd party suppliers.
• Maintain AV systems in meeting rooms.
• Deliver results against KPIs.

Skills

Clear communication

Team player

Customer service

Learning agility

Technical understanding

SOX/GDPR/PCI ISO

ITIL ITSM

Microsoft 365

Azure AD

VOIP systems

Network tech

Windows 11

Mac OS

Mobile OS

Under pressure

Tools

Microsoft 365

Azure AD

VOIP systems

MS Office

Job description

We are looking for a motivated and experienced full-time IT Service Desk Technician who is looking to take the next step in their career in a dynamic and international business setting.

Your role will be to resolve IT issues of varying complexities, across a range of IT systems for domestic and international remote staff. You will be working collaboratively within a global IT team and will be reporting directly to the Service Desk Manager.

You will need to take ownership and full responsibility for logging and handling your work, as well as monitoring the business systems and resolving issues.

Key job responsibilities

• Providing 1st line IT support for incidents and service requests in person or via remote support tools.
• Taking ownership and a proactive approach to ensure all incidents or service requests are resolved or closed within the agreed upon SLAs.
• Recording, tracking, and documenting the lifecycle of an incident or request within the ITSM system following ITIL best practices.
• Fixing causes, not just symptoms, and doing what is necessary to prevent problems from recurring.
• Investigating and implementing ways of reducing calls to the Service Desk.
• Managing end-user accounts, permissions, and access rights to various technology platforms while ensuring that all InfoSec, Compliance, SOX and GDPR requirements are consistently observed.
• Supporting KI's business systems and 3rd party applications.
• Contributing to our knowledge base and writing support documentation.
• Working effectively and productively within a team and with vendors as required.
• Setting up and configuring new hardware to meet business requirements.
• Monitoring and maintaining network equipment, servers, VOIP telephony systems and AV technologies.
• Keeping peers and the Service Desk Manager informed of trends, significant problems, and unexpected delays.
• Recognizing when to escape IT issues to 2nd line support or other IT groups.
• Following the ITIL Framework when managing an Incident life cycle.
• Supporting the collection and administration of faulty devices with 3rd party supplier, while monitoring the process from collection to return of device.
• Carrying out maintenance on AV technologies used in our meeting rooms and supporting meetings when and where required.
• Delivering results set against individual and team KPIs.

Minimum Experience and Skills

• Good written and verbal communication skills.
• Self-motivated and able to work effectively within a team.
• Proven customer service skills within a diverse population.
• Demonstrated ability to learn new systems and technologies.
• Ability to analyse, understand and effectively communicate deep technical materials.
• Working knowledge of SOX, GDPR, PCI DSS, ISO 27001 regulations and standards.
• Working knowledge of ITIL's ITSM framework.
• Working knowledge of Microsoft 365, on prem & Azure AD, network technologies, and VOIP systems.
• Sound knowledge of Win 11, Mac OS, MS Office productivity suite, and general desk support.
• Working Knowledge of mobile OS e.g. Android/iOS and Mobile Deployment Management.
• Ability to operate effectively and professionally under pressure.

Preferred Qualifications

• Microsoft Azure or any Microsoft 365 Certification.
• Experience with network Troubleshooting, routers, switches, WAP's, DHCP, DNS, TCP/IP, Firewalls, WAN, and LAN.