Service Desk Analyst

Ascendion Engineering; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Ascendion is seeking a Service Desk Analyst to provide first-level IT support for Microsoft 365, Windows, and enterprise apps. You will troubleshoot issues such as email access, password resets, and shared mailboxes while onboarding and offboarding Active Directory users.

Responsibilities include monitoring incidents through the ITSM tool, ensuring SLA compliance, and delivering remote support with a strong focus on customer service. This role is based in Bangalore.

Qualifications

• L1 IT support for Microsoft 365, Windows and enterprise apps.
• Assist with Active Directory onboarding and offboarding.
• Troubleshoot email, account access, passwords, and shared mailboxes.
• Monitor incidents via ITSM and ensure SLA compliance.
• Deliver remote support with strong customer service.
• Escalate complex issues to L2/L3 with timely updates.

Responsibilities

• Provide L1 support for Microsoft 365 apps (Outlook, Teams, OneDrive, Exchange Online).
• Troubleshoot user issues: email, access, passwords, shared mailboxes.
• Monitor and manage incidents via ITSM tool.
• Document troubleshooting steps and ticket updates clearly.
• Deliver remote support and maintain high levels of customer service.

Skills

Microsoft 365

Outlook

Teams

OneDrive

Exchange Online

Active Directory

VPN

Windows OS

ITSM

SLA

Remote support

Customer service

Job description

About Ascendion

Ascendion is a leader in AI-Native platform driven software engineering company that underwrites outcomes, helping businesses innovate faster, smarter, and with greater impact. We partner with Global 2000 clients across North America, UK, Europe, and APAC to solve complex challenges in data, experience design, software product engineering, and workforce transformation. Powered by expert engineers, thousands of AI agents, and our Engineering to the Power of AI™ (EngineeringAI) method, we deliver measurable outcomes that build trust, unlock value, and accelerate growth. Learn more at ascendion.com

Ascendion | Engineering to elevate life

We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us:

• Build the coolest tech for world's leading brands
• Solve complex problems - and learn new skills
• Experience the power of transforming digital engineering for Fortune 500 clients
• Master your craft with leading training programs and hands-on experience

Experience a community of change makers! Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion.

About the Role

Provide first-level technical support for end users, ensuring timely resolution of IT incidents and service requests related to Microsoft 365, Windows, and enterprise applications.

Job Title: Service desk analyst

Key Responsibilities:

• Provide L1 support for Microsoft 365 applications, Outlook, Teams, OneDrive, and Exchange Online.
• Troubleshoot user issues related to email, account access, password resets, and shared mailboxes.

Minimum Qualifications:

• Assist with Active Directory user account management, onboarding, and offboarding activities.
• Support VPN connectivity, Windows OS,shared folders, and workplace applications.
• Monitor and manage incidents and service requests through the ITSM tool, ensuring SLA compliance.
• Document troubleshooting steps, resolutions, and ticket updates accurately.
• Escalate complex issues to L2/L3 teams and provide timely updates to users.
• Deliver remote support and maintain high levels of customer service.

Location: Bangalore