Junior It Service Desk Analyst

Protiviti India; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

Protiviti India is seeking a customer-focused IT Service Desk Analyst to join the End User Support organization. This hands-on role focuses on triage, playbook-driven tasks, and supporting user access and service requests for employees globally.

The role supports stable, secure end-user experiences by resolving incidents and fulfilling requests, escalating more complex issues to resolver teams, within a follow-the-sun model and cross-region collaboration with desktop, infrastructure, security,

Qualifications

• 58 years of IT service desk / end-user support experience in an enterprise environment.
• Experience supporting end users across Windows endpoints, collaboration, identity/access, and business applications.
• Strong operational discipline with incident, request, and problem management within ITSM.

Responsibilities

• Triage IT issues and execute playbook-driven support tasks.
• Support user access and service requests for a global employee base.
• Escalate complex issues to appropriate resolver teams.
• Document troubleshooting steps and knowledge articles to improve resolution.

Skills

Service desk

Windows OS

ITSM processes

Incident management

Request handling

RCA

Identity & access

Education

Bachelors in CS/Engineering/IT

Tools

ITSM tooling

Job description

Role Overview

We are seeking a customer-focused IT Service Desk Analyst to join End User Support organization. This is a hands-on and operationally focused role responsible for IT issue triage, executing playbook-driven support tasks, and supporting user access and service requests for Terex employees globally.

The IT Service Desk Analyst supports stable, secure, and productive end-user experiences by resolving common incidents and fulfilling repeatable service requests using standard procedures and knowledge articles, and by escalating more complex issues to the appropriate resolver teams. The role operates within a globally integrated, follow-the-sun support model, partnering closely with Desktop Side Support team, Desktop Engineering, Infrastructure, Security, and Application teams across regions.

Required Qualifications

Experience

• 58 years of overall IT service desk / end-user support experience in an enterprise environment.
• Proven experience supporting end users across a broad range of workplace technologies (Windows endpoints, collaboration, identity/access, and business applications).
• Strong operational discipline with experience in incident, request, and problem management within an ITSM framework.

Technical Skills

• Strong hands-on experience delivering service desk support with a customer-first approach.
• Strong troubleshooting skills across Windows OS, endpoint performance, printers/peripherals, and basic network connectivity (DNS, VPN, Wi-Fi, proxy).
• Experience supporting identity and access services (e.g., SSO, MFA), and common productivity/collaboration platforms used across the enterprise.
• Working knowledge of endpoint management concepts (device compliance, software deployment, remote support) and ability to partner with EUC/desktop engineering teams.
• Ability to document troubleshooting steps, resolution notes, and knowledge articles to improve support repeatability and first-contact resolution.
• Proven experience working within ITSM processes, including incident and request management, major incident support, and contributing to RCA and problem records.

Education

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related discipline.

Preferred Qualifications

• Experience supporting a large-scale or global user base in a follow-the-sun support model.
• Exposure to security and compliance requirements for end-user support (access controls, data handling, endpoint protection).
• Experience supporting major incidents, coordinating with resolver groups, and communicating effectively with business stakeholders.
• Familiarity with ITIL-based operational processes and service management tooling.
• Certifications such as ITIL Foundation, Microsoft 365, or endpoint/support-related certifications.