IT Specialist – ITSM / Service Desk

The UrbanIndia; Pune; On-site; INR 900,000 - 1,300,000; Full time

Job summary

The UrbanIndia is seeking an IT Specialist to administer and maintain ITSM platforms, ensure system availability, performance, and data integrity, and design workflows aligned with ITIL processes.

You will troubleshoot issues, provide first-line support, manage Office 365, Active Directory, and Azure, and collaborate with ERP and Infrastructure teams while maintaining clear documentation and user communications.

Qualifications

• At least 5 years of IT experience with broad IT knowledge.
• Hands-on with Office 365, Group Policy and Hyper‑V (S2D).
• Experience in virtual environments and Microsoft ecosystems.
• Strong written and spoken English; ability to communicate with users at all levels.
• IT-related qualification and familiarity with ITIL processes.

Responsibilities

• Administer and maintain ITSM platforms, ensuring availability and data integrity.
• Design, develop, and configure workflows, forms, and service catalog items aligned with ITIL.
• Customize and optimize business processes within the ITSM tool for efficiency.
• Troubleshoot ITSM tool issues, including workflow failures and data inconsistencies.
• Provide first-level user support for hardware, software, and applications.
• Log problems accurately in help desk software and escalate as needed.
• Communicate status updates to users during resolution and assist in reporting.
• Liaise with ERP and Infrastructure teams to roll out changes in a controlled manner.
• Maintain documentation and participate in root-cause analyses when required.
• Assist globally and identify services per IT Service Catalogue.
• Administration of Office 365, and phone system administration.

Skills

IT service management

Customer service

Communication

Problem solving

English proficiency

Education

IT-related qualification

Tools

Office 365

Active Directory

Azure

Group Policy

Hyper-V

SharePoint

Teams

SAP

ITSM tools

Job description

The IT Specialist Duties And Responsibilities

• Administer and maintain ITSM platforms (Preferred Efecte / Matrix42), ensuring system availability, performance, and data integrity.


• Design, develop, and configure workflows, forms, and service catalog items aligned with ITIL processes (Incident, Service Request, Problem, Change).


• Customize and optimize business processes within the ITSM tool to improve efficiency, automation, and user experience.


• Troubleshoot and resolve issues related to ITSM tools, including workflow failures, integrations, and data inconsistencies.


• Provide first-level contact and problem resolution for users with supported hardware, software and application problems.


• Provide accurate and timely logging of all problems in the help desk software.


• Escalate problems as appropriate in line with Service Desk procedures.


• Maintain communication with users during the problem resolution process providing user with the appropriate status reports.


• Assist in producing management reports from the Help Desk Software.


• Maintain an in-depth knowledge of Service Desk supported hardware, software and applications. Using Xensam as inventory to keep track of hardware and software.


• To liaise and work with other functional areas including the ERP and Infrastructure teams to ensure that any changes are rolled out to the user base in a controlled and structured manner.


• Review and update documentation as and when required.


• As and when required assist with root cause incident investigation work.


• Assist IT colleagues globally if needed.


• Identify services according to IT Service Catalogue.


• Administration of Office 365.


• Phone System administration.

Required Competencies & Qualifications

• You must have at least 5 years of work experience and possess a broad knowledge and interest in IT in general. Ideally you will have hands on experience with Office 365, Group Policy and Hyper‑V (S2D).


• You will have gained knowledge and experience within implementations of virtual environments. In addition, you will have good working knowledge of operation, installation and support of Microsoft environments.


• Must possess a good standard of written and spoken English and must be able to communicate effectively with users at all levels within the organization.


• Successful completion of an approved IT related qualification. [qualifications will depend on the local country]


• Good working knowledge of Microsoft operating systems, such as Windows 10 & 11. Windows and Microsoft applications such as Office 365


• Good working knowledge of desktop applications and local area networks.


• Knowledge in creating users in Active Directory & Azure


• Knowledge of software licensing.


• Knowledge of SAP would be an advantage


• Knowledge of TEAMS telephone systems would be an advantage.


• Ideally you will have a good working knowledge of Microsoft SharePoint or at least have a keen interest in developing SharePoint knowledge.


• Must be customer focused and have demonstrated effective customer service skills.


• Demonstrated ability to achieve successful outcomes in handling tricky situations and customers.


• Demonstrated ability to work within the Help Desk environment and to be able to work with other related departments.


• Demonstrated ability to work on own initiative to independently resolve problems.


• Demonstrated a good knowledge of supported hardware, software and applications.


• Be a good IT team member communicating changes and help resolve issues globally.


• Attend and contribute to projects and tasks.


• You’ll need to be positive, self‑motivated, and communicative. You need to be someone who enjoys creative problem solving and is focused and goal oriented. You should be curious and love to learn new things.

Skills Required

ITSM / IT Service Management ITIL Processes Incident Management Service Request Management Problem Management Change Management Microsoft Office 365 Administration Windows 10 / Windows 11 Microsoft Windows Environment Active Directory Azure Active Directory / Entra ID Hardware & Software Troubleshooting Service Desk / Help Desk Support LAN / Desktop Support ITSM Ticketing Tools User Account Management Software Licensing Customer Service & User Support

Preferred

Efecte ITSM Matrix42 ITSM Xensam Software Asset Management Group Policy (GPO) Hyper‑V / Storage Spaces Direct (S2D) Microsoft SharePoint Microsoft Teams Phone System Administration SAP ITSM Workflow Configuration ITSM Service Catalog Virtualization

Skills: microsoft,it,management,active directory,software,itsm