Senior Associate – Service Delivery

Black Box; Bengaluru; On-site; INR 400,000 - 650,000; Full time

Job summary

Black Box is hiring an IT Helpdesk Analyst in Bengaluru to respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment. You will assist L1/L2 support, collaborate with other IT teams, and ensure timely updates and SLA adherence.

The role requires a Bachelor's degree with 6–8 years of relevant experience, strong English communication, and proficiency in MS 365/Azure and Windows OS support. On-site work with occasional remote access is expected.

Qualifications

• Bachelor's degree in Electronics, CS, IT or related field with 6–8 years of relevant experience.
• Experience in MS 365 / Azure cloud environments and Office 365 applications.
• Strong troubleshooting across Windows OS and end-user devices.
• Knowledge of ITSM ticketing tools and incident management processes.

Responsibilities

• Respond to calls, tickets and emails in a Service desk environment.
• Troubleshoot escalated issues and assist L1 support in resolving tickets.
• Collaborate with IT teams to resolve issues quickly and efficiently.
• Escalate unresolved issues to appropriate channels.
• Diagnose and troubleshoot applications, OS, and software issues (including login/email setup).
• Maintain ticket updates for all reported incidents and SLA compliance.
• Provide timely communication on issue status and resolution.
• Work with MS 365/Azure and end-user device support in a remote-capable setup.

Skills

Excellent English communication

Multitasking

SLA adherence

Remote support

Ticketing tools

MS 365 / Azure

Windows desktop support

End-user support

Virus/antivirus troubleshooting

Education

Bachelor's degree in Electronics / Computer Science / Information Technology

Tools

MS 365 / Azure cloud environment

Office 365 applications

MS Teams

SharePoint / OneDrive

Ticketing tools (ITSM)

Job description

• Respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment .
• Troubleshoot escalated issues and help L1 support team to resolve end user’s trouble tickets.
• Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed.
• Escalate unresolved issues to the appropriate internal channel
• Diagnose and troubleshoot applications, operating systems and software issues, and technical issues, including login account and email account setup.
• Maintain ticket updates for all reported incidents.
• Troubleshooting of Antivirus issues such as virus outbreaks, virus definition issues etc.
• Provide timely communication on issue status and resolution.
• Proven ability to multi-task, effectively determine priorities and meet SLA’s.
• Adaptable and flexible in a fast-changing industry and work environment.
• Hands-on experience with Service desk and remote control softwares.
• Properly escalated unresolved issues to appropriate team members
• Communicate with users with a high degree of etiquette and professionalism
• Ensure all the calls have been attended and updates in the Ticketing Tool whichever come under their bin.
• Contribute to improving customer support by actively responding to queries and handling complaints
• Perform other duties and participate in special projects as assigned.

Job Description

Primary Roles & Responsibilities:

• Respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment .
• Troubleshoot escalated issues and help L1 support team to resolve end user’s trouble tickets.
• Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed.
• Escalate unresolved issues to the appropriate internal channel
• Diagnose and troubleshoot applications, operating systems and software issues, and technical issues, including login account and email account setup.
• Maintain ticket updates for all reported incidents.
• Troubleshooting of Antivirus issues such as virus outbreaks, virus definition issues etc.
• Provide timely communication on issue status and resolution.
• Proven ability to multi-task, effectively determine priorities and meet SLA’s.
• Adaptable and flexible in a fast-changing industry and work environment.
• Hands-on experience with Service desk and remote control softwares.
• Properly escalated unresolved issues to appropriate team members
• Communicate with users with a high degree of etiquette and professionalism
• Ensure all the calls have been attended and updates in the Ticketing Tool whichever come under their bin.
• Contribute to improving customer support by actively responding to queries and handling complaints
• Perform other duties and participate in special projects as assigned.

Communication Skills

• Excellent English Speaking/Reading & written communication skills. Clear, understandable
• Schedule Flexibility: Willingness to work a flexible schedule including occasional after hours on- call, multitask and resilience.

Knowledge, Skills, Abilities

• Bachelor's degree in Electronics / Computer Science / Information Technology or related field and 8 years of experience, or combination of education and 6-8 years of relevant experience
• Work Experience in MS 365 / Azure cloud environment, Office 365 applications
• Experience in Windows operating systems (XP through Windows 11) required.
• Analytical skills to identify and resolve matters of significance
• Problem solving skills to troubleshoot various problems within varied environments
• Superior time management skills
• Superior interpersonal skills to interface with internal and external users, customers and vendors
• Ability to multi-task and work under pressure and adapt to fast paced changing requirements and requests
• Management of MS 365 / Azure cloud / Share Point / One Drive / In Tune
• Office 365 support and MS Teams support
• End User Desktop support (Remote support) and Troubleshooting
• End User desktop applications, Office, email support
• Basic management and configuration of applications
• Familiarity with email server and spam filtering technology.

Training & Certifications

Current and valid industry Training/certifications in the following preferred

• ITSM (Ticketing) Tool
• Training in Operating systems management and Basic Network Operations
• Knowledge of IP routing protocols and implementations
• Microsoft 365 Certified: Administrator Expert
• Microsoft Certified: Azure Administrator Associate