Senior IT Service Desk Analyst

ABL; Maharashtra; On-site; INR 500,000 - 800,000; Full time

Job summary

Aqualis Group seeks a Senior IT Service Desk Analyst to provide high-quality technical support across regions. You will triage, diagnose, and resolve hardware, software, and network issues for local and remote users, acting as an escalation point when needed.

You will document incidents, maintain SLAs, and contribute to the knowledge base while collaborating with internal teams and vendors to ensure reliable IT services.

Qualifications

• Experience with ITIL-based service management and ITSM practices.
• Strong knowledge of Windows OS and Microsoft 365 administration.
• Experience with Azure AD, Intune and Microsoft Azure services.
• Knowledge of network fundamentals and security concepts.

Responsibilities

• Provide tier-2/3 IT service desk support across regions and time zones.
• Troubleshoot hardware, software, network, and account issues via multiple channels.
• Document incidents and resolutions in the service management system.
• Escalate complex problems to appropriate teams and track SLAs.
• Maintain knowledge base and contribute to continuous service improvements.

Skills

ITIL knowledge

Windows OS

Microsoft 365 admin

Azure AD / Intune / Azure

Networking basics

Backup & restore

VoIP / AV conf tech

Fluent English

Job description

We are a global consultancy group, combining multi-disciplined expertise to deliver marine, engineering and technical services that drive safety and sustainability in maritime, oil & gas and renewable energy sectors.

With a legacy dating back to 1856 - to the world's first marine surveying organisation, The Salvage Association - Aqualis continues to evolve to provide the deepest pool of technical expertise across marine and engineering disciplines in more locations worldwide, to best support our clients and markets in keeping the world moving today, whilst managing the challenges of tomorrow.

The Senior IT Service Desk Analyst will provide technical support and assistance to staff across various regions and time zones. With strong technical skills and a customer-oriented mindset, you will act as an escalation point for the most complex incidents and service requests. Your role is crucial in ensuring the smooth operation of IT services and delivering a high-quality customer experience.

What will you be doing?

• Deliver an exceptional customer experience by managing service desk interactions professionally and efficiently.
• Provide technical support in accordance with service desk policies, procedures, and service level agreements (SLAs).
• Triage, diagnose, troubleshoot, and resolve hardware, software, system, network, and user account issues for both local and remote users.
• Gather information through effective questioning to identify root causes and implement appropriate solutions.
• Guide users through issue resolution via phone, email, chat, and remote support tools.
• Keep users informed with timely updates and escalate unresolved or complex issues to the appropriate teams when required.
• Manage and prioritise multiple incidents and service requests to ensure agreed response and resolution targets are achieved.
• Accurately document incidents, requests, resolutions, and customer interactions within service management systems.
• Install, configure, maintain, and support Windows operating systems, end-user devices, and business applications.
• Research, identify, and implement workarounds and permanent solutions to technical issues.
• Collaborate with internal teams and third-party vendors to resolve hardware, software, and infrastructure-related issues.
• Maintain and contribute to the service desk knowledge base, ensuring information remains accurate and up to date.
• Promote adherence to service desk processes, policies, and best practices to ensure consistent service delivery.
• Act as an escalation point for complex incidents, providing technical guidance and support to colleagues.
• Monitor service trends, identify recurring problems, and recommend proactive improvements to reduce future incidents.
• Work closely with IT Service Desk leadership to support continuous improvement initiatives and the effective operation of the service desk.
• Identify training needs and support the delivery of technical and customer service development programmes.
• Coach and mentor team members to enhance their technical expertise, service quality, and customer support skills.
• Foster a collaborative team environment and maintain strong working relationships with stakeholders across the business.
• Promote awareness and adoption of IT products and services available to the organisation.

What are we looking for?

• Minimum 3 years' experience in an IT Service Desk environment.
• Familiarity with ITIL best practices or IT Service Management (ITSM) frameworks.
• Advanced knowledge of Windows operating systems and Windows Server administration.
• Administration and support of Microsoft 365, including Teams, OneDrive and SharePoint Online.
• Experience with Microsoft Entra ID (Azure Active Directory), Intune, and Microsoft Azure.
• Strong understanding of network infrastructure and technologies, including routers, switches, firewalls, DHCP, DNS and VPNs.
• Experience with backup, recovery and restoration processes.
• Knowledge of audio-visual and conferencing technologies.
• Fluent in English.

Further Information

This position will be based at our office in Govandi East, Mumbai. You must have the right to live and work in India. You must be able to work on a shift rotation, including 06:00-14:00,14:00-22:00 and 22:00-06:00. You must also be able to work public holidays on occasion. You can learn more about our team and what we do here: https://aqualis-group.com/

Our Commitment To D&I

At Aqualis Group, we are committed to building a diverse, equitable, and inclusive workplace where everyone feels respected, valued, and empowered to thrive, regardless of background, identity, or role. As a global company, we believe that diversity drives innovation and inclusion strengthens our teams. We support flexible working, accessible environments, and employee wellbeing. Even if your experience doesn't match every requirement, we encourage you to apply - your unique perspective could be just what we need.