Senior It Service Desk Analyst

Protiviti India; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Terex is seeking an experienced Senior IT Service Desk Analyst to join the End User Support organization. This hands-on role delivers high-quality end-user support to Terex employees globally and ensures reliable access to IT services and tools.

The analyst will provide advanced troubleshooting, act as an escalation point, and work in a globally integrated follow-the-sun model, collaborating with Desktop Side Support, Engineering, Infrastructure, Security, and Apps teams across regions.

Qualifications

• 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.

Responsibilities

• Provide high-quality end‑user support to Terex employees globally.
• Act as escalation point for complex incidents and requests.
• Work within a follow‑the‑sun global support model and partner with Desktop Side Support, Desktop Engineering, Infrastructure, Security, and Applications teams.
• Document troubleshooting steps, resolution notes, and knowledge articles to improve first‑contact resolution.
• Contribute to RCA and problem records as part of ITSM processes.

Skills

Service desk

Troubleshooting

Incident management

RCA

Customer-focused

ITSM processes

Education

Bachelor's degree in CS/Engineering/IT

Tools

ITSM tooling

Job description

Role Overview

We are seeking an experienced Senior IT Service Desk Analyst to join End User Support organization. This is a hands‑on and operationally focused role, responsible for providing high-quality end‑user support to Terex employees globally and ensuring consistent, reliable access to Terex IT services and tools.

The Senior IT Service Desk Analyst plays a key role in ensuring stable, secure, and productive end‑user experiences across the enterprise, providing advanced troubleshooting and acting as an escalation point for complex incidents. 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.