Service Desk Analyst

IG Infotech; Bengaluru; Remote; INR 450,000 - 650,000; Full time

Benefits offered by this job

Flexible working hours

Work from home opportunities

Bonuses

Job summary

IG Group in Bengaluru is seeking a Service Desk Analyst to triage incidents and support end users across phone, email, and collaboration tools. You will resolve issues at first contact where possible and record interactions accurately.

The role covers Windows 11, Active Directory, and Microsoft 365, with opportunities for remote work and flexible hours. You will collaborate with global teams to keep IT services running smoothly.

Qualifications

• Graduate-level education or equivalent experience.
• Experience in a large financial or similarly complex organisation is preferred.
• Proficient with Windows 11 and PC/Mac hardware.

Responsibilities

• Triage incidents and service requests via phone, email, collaboration tools and ServiceNow.
• Troubleshoot end-user issues across Windows, Mac, Microsoft 365, networking and VPN.
• Document, categorize, and prioritize incidents; escalate when required.
• Support Active Directory administration, deployment, maintenance and patching.
• Collaborate with escalation teams and participate in shift patterns.

Skills

Windows 11

Active Directory

ServiceNow

TCP/IP

M365

Customer service

Problem solving

Documentation

Education

Graduate-level education or equivalent experience

Tools

ServiceNow

SCCM / Company Portal

VPN

Job description

Job Title Service Desk Analyst Job Description

So, who are we? IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses. The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG – the future gets built here.

Your Team

IG’s Service Desk team is the first point of contact between end users and IT. With analysts based in Bangalore, London and Kraków, the team provides support across IG, restoring service quickly and coordinating with specialist teams when escalation is required. This role is based in Bangalore and contributes to the delivery of consistent, high-quality support across the organisation.

Your role in the Team’s Success

As a Service Desk Analyst, you will triage incidents and service requests across phone, email, collaboration tools and ServiceNow. You will troubleshoot desktop and access issues, resolve cases at first contact wherever possible, and ensure every interaction is accurately recorded, categorised and prioritised. Your work will directly support end-user productivity and the reliable delivery of IT services across IG.

What you’ll do

• Triage incidents and service requests through phone, email, collaboration tools and ServiceNow, assessing business impact, severity and technical complexity.
• Troubleshoot and resolve end-user issues at first contact where possible across Windows, Mac, Microsoft 365, networking, remote access and bespoke business applications.
• Accurately document, categorise and prioritise incidents and requests, keeping users informed and escalating to specialist support teams when required.
• Support Active Directory administration, application testing and deployment, endpoint maintenance, printing, patching, rollouts, mobile devices and video conferencing.
• Build effective relationships with escalation teams, advocate for end users and contribute ideas that improve service quality, efficiency and the support experience.
• Participate in the team’s shift pattern and out-of-hours weekend support rota as required.

What You’ll Need

• 4-6 years' hands‑on desktop support experience, including Windows 11 environments, in a large financial or similarly complex organisation, with practical knowledge of PC and Mac hardware and software.
• Hands‑on experience supporting Windows 11 desktop environments in a large financial or similarly complex organisation, with practical knowledge of PC and Mac hardware and software.
• Experience with Active Directory administration, ServiceNow or a comparable call‑logging platform, and application testing, deployment, maintenance and documentation.
• Working knowledge of TCP/IP, endpoint protection, mobile device management, Microsoft SCCM or Company Portal, Microsoft 365, SharePoint and remote access or VPN support.
• Excellent customer service, communication and interpersonal skills, with strong attention to detail and the ability to advocate effectively for end users.
• Strong problem‑solving and organisational skills, with the ability to learn quickly, follow procedures and work calmly under pressure and to tight deadlines.
• Graduate-level education or equivalent experience; exposure to market‑data platforms, Java desktop environments, RSA administration, or MCP/Network+ certification is advantageous.

The perks

• Networks
• Committees
• Awards
• Sports and social clubs
• Mentorships
• Volunteering opportunities
• Extra time off
• Matched giving for your fundraising activity
• Flexible working hours and work‑from‑home opportunities
• Performance‑related bonuses
• Insurance and medical plans
• Career‑focused technical and leadership training in‑class and online, incl. unlimited access to LinkedIn Learning platform
• Contribution to gym memberships and more
• Free Lunch/Snacks/Fruits
• A day off on your birthday
• Two days’ volunteering leave per year

Additional Information

Looking for a career at a company that will support you, challenge you and help you grow? IG Group can provide that. IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses. The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG – the future gets built here.