Senior Analyst - Service Desk

Clinetic, an MRO Company; Pune District; On-site; INR 350,000 - 550,000; Full time

Job summary

Clinetic, an MRO company based in Pune, India, is seeking a Service Desk professional to provide technical assistance to internal staff and external customers. You will triage requests via JIRA Service Management and Genesys, diagnose issues, and maintain clear ticket records.

The role requires strong English communication and a proactive, service-oriented mindset. Ideal candidates will have experience with Office365, Windows 10/11, and MacOS, plus familiarity with Active Directory and remote

Qualifications

• Strong customer service mindset with excellent written and verbal English communication.
• Technical troubleshooting and analytical problem-solving skills.
• Ability to manage competing priorities in a fast-paced environment.
• Comfort working within ticketing systems and documented processes.
• Willingness and ability to learn evolving technologies, applications, systems, and workflows utilizing all sources of knowledge to grow proficiency.
• Ability to build strong interpersonal relationships with colleagues working remotely throughout the US and India.
• Proficiency in utilizing Microsoft Office365 applications.
• Proficiency in troubleshooting Office365, Windows10/11, and MacOS.

Responsibilities

• Serve as a technical support resource for internal users and external customers.
• Receive, triage, document, and manage support requests via JIRA Service Management and Genesys.
• Diagnose, troubleshoot, and resolve technical issues or escalate as needed.
• Maintain accurate, timely, and professional ticket documentation and customer communication.
• Adhere to SLAs, quality standards, and support processes.
• Support onboarding and offboarding activities, including access provisioning and disablement.
• Contribute to continuous improvement through documentation, knowledge sharing, and process feedback.
• Roles and responsibilities may evolve with company growth.

Skills

Customer service

English communication

Troubleshooting

Prioritization

Ticketing systems

Remote collaboration

Office 365

Windows 10/11 & MacOS

Education

Bachelor’s degree in information technology

Tools

JIRA Service Management

Active Directory

Entra

Office 365 administration

Microsoft Intune

JAMF

Job description

Job Description:

The Service Desk will support MRO’s internal employee base and external customers with technical assistance across systems, applications, hardware, access, and proprietary healthcare platforms. This team serves as the first point of contact for technical issues and service requests, ensuring a consistent, professional, and high-quality support experience.

Essential Functions:

• Serve as a technical support resource for internal users and external customers
• Receive, triage, document, and manage support requests via our JIRA Service Management support portals and via telephone intake utilizing Genesys.
• Diagnose, troubleshoot, and resolve technical issues or escape appropriately
• Maintain accurate, timely, and professional ticket documentation and customer communication
• Adhere to service level agreements (SLAs), quality standards, and support processes
• Support onboarding and offboarding activities, including access provisioning and disablement
• Contribute to continuous improvement through documentation, knowledge sharing, and process feedback
• As a growth organization, roles and responsibilities often evolve and adapt over time. As such,this job description may not comprehensively account for future activities, responsibilities, and priorities - these may evolve right along with us!

Required Abilities and Skills:

• Strong customer service mindset with excellent written and verbal English communication skills
• Technical troubleshooting and analytical problem-solving skills
• Ability to manage competing priorities in a fast-paced environment
• Comfort working within ticketing systems and documented processes
• Willingness and ability to learn evolving technologies, applications, systems, and workflows utilizing all sources of knowledge (peers, documentation, media, AI) to grow proficiency
• Ability to build strong interpersonal relationships with colleagues working remotely throughout the US and India
• Proficiency in utilizing Microsoft Office365 applications
• Proficiency in troubleshooting Office365, Windows10/11, and MacOS

Preferred Abilities, Education and Skills:

• Relevant Microsoft certifications (MCP, MTSA, MCSE) or CompTIA certifications (A+)
• Bachelor’s degree in information technology or a related domain
• Experience supporting remote workforces
• Experience with a remote access tool like Teamviewer or Splashtop
• Experience with Active Directory, Entra, and Office365 administration
• Experience with Microsoft Intune, JAMF, or other device management apps
• Experience with JIRA Service Management or comparable ITSM tool
• Experience with leveraging AI tools to improve technical or non-technical skillsets
• Experience with general networking concepts (routing, DNS, IP topology, VPN)
• Advanced system or platform administration (Senior Analyst and above)
• Leadership, mentoring, or coaching experience (Advisor level)
• Data analysis, reporting, and operational metrics experience (Supervisor level)

Work environment/Physical Demands:

• Continuous sitting and fine manipulation
• Required to work as per U.S. business hours to support global operations

Requirements: