Senior Technical Service Desk Analyst

Unisys India Private Limited; Telangana; On-site; INR 650,000 - 1,000,000; Full time

Job summary

Unisys India Private Limited is seeking a Senior Technical Service Desk Analyst (L2/ILCM) to provide advanced end-user computing support, troubleshoot complex incidents, mentor L1 analysts, and manage escalations to ensure timely resolutions with high customer satisfaction.

You will resolve Windows 10/11, M365, AD, VPN issues; administer AD and GPOs; support Teams, Outlook, OneDrive, SharePoint, and Exchange; collaborate with infrastructure teams; document knowledge base articles and monitor SLA

Qualifications

• 5+ years in a technical service desk or IT operations role.
• Strong knowledge of Windows 10/11 administration.
• Experience with Microsoft 365 apps and services.
• Hands-on with Active Directory, Azure AD, Entra ID, and GPOs.
• Networking basics: TCP/IP, DNS, DHCP, VPN, Wi‑Fi.
• Proficient with ticketing systems: ServiceNow, Remedy, Jira, or Ivanti.
• Experience with SCCM/Intune/MECM and remote support tools.
• Excellent analytical and problem-solving abilities.

Responsibilities

• Provide second-level technical support for hardware, software, OS, and network issues.
• Handle escalations from the L1 Service Desk team.
• Troubleshoot complex Windows, M365, AD, VPN issues.
• Administer user accounts, permissions, and GPOs in AD.
• Support Teams, Outlook, OneDrive, SharePoint, and Exchange.
• Diagnose desktop, laptop, printer, and mobile device issues.
• Create and maintain knowledge base articles and docs.
• Monitor ticket queues and ensure SLA compliance.
• Assist in software deployments, patching, and upgrades.
• Provide guidance to L1 analysts.

Skills

Windows 10/11 administration

Microsoft 365 administration

Active Directory

Azure AD / Entra ID

Group Policies

TCP/IP / DNS / DHCP / VPN / Wi-Fi

Analytical & problem solving

Strong communication

Education

Bachelor's degree in IT

ITIL Foundation Certification

Microsoft Modern Desktop Administrator certification

Tools

ServiceNow

Remedy

Jira

Ivanti

SCCM

Intune

MECM

Job description

Sr Technical Service Desk Analyst - ILCM

What success looks like in this role:

Job Summary

We are seeking a Senior Technical Service Desk L2 to provide advanced technical support for end-user computing, applications, and infrastructure-related issues. The role involves troubleshooting complex incidents, mentoring L1 analysts, managing escalations, and ensuring timely resolution of service requests while maintaining high customer satisfaction.

Key Responsibilities

• Provide second-level technical support for hardware, software, operating systems, and network-related issues.
• Handle escalated incidents from the L1 Service Desk team.
• Troubleshoot and resolve complex issues related to Windows, Microsoft 365, Active Directory, VPN, and enterprise applications.
• Administer user accounts, permissions, and group policies in Active Directory.
• Support Microsoft Teams, Outlook, OneDrive, SharePoint, and Exchange environments.
• Diagnose and resolve desktop, laptop, printer, and mobile device issues.
• Perform root cause analysis and implement preventive measures.
• Work closely with infrastructure, network, security, and application support teams.
• Create and maintain knowledge base articles and technical documentation.
• Monitor ticket queues and ensure SLA compliance.
• Support software deployments, patching, and system upgrades.
• Provide technical guidance and support to L1 analysts.

You will be successful in this role if you have:

• Required Skills Strong knowledge of Windows 10/11 administration and troubleshooting.
• Experience supporting Microsoft 365 applications and services.
• Hands-on experience with Active Directory, Azure AD, Entra ID, and Group Policies.
• Knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and network troubleshooting.
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or Ivanti.
• Understanding of endpoint management tools such as SCCM, Intune, or MECM.
• Familiarity with remote support tools and desktop management.
• Strong analytical and problem-solving skills.

Preferred Qualifications

• Bachelor's degree ITIL Foundation Certification preferred.
• Microsoft Certified: Modern Desktop Administrator or related certifications preferred.
• Experience supporting enterprise environments.
• Experience 2-5 Years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations via phone, email, chat, and ticketing systems.

Working Hours

Required to work for a total of 45 hours per week. The normal office hours are 10 hours per day, inclusive of unpaid 1 hour break. Your work schedule will be determined as communicated by your manager. You may be required to work on shifts (morning/evening/night shift) as notified to you by your manager.

Key Competencies

• Advanced Troubleshooting
• Incident and Problem Management
• Customer Service Excellence
• Communication Skills
• Team Collaboration
• Documentation Skills
• Time Management
• Escalation Management
• Rotational / 24x7 support environment (if applicable)

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail].

US job seekers can find more information about Unisys’ EEO commitment here.

Experience Level Senior Level