Service Desk Analyst

IMS People Possible; Mumbai; Vor Ort; INR 450.000 - 650.000; Vollzeit

Zusammenfassung

IMS People Possible is seeking a customer-focused Service Desk Analyst to join its Global Service Desk team. You will be the first point of contact for IT issues, log and resolve incidents, and guide users through troubleshooting steps across multiple regions.

This role supports over 1,500 users globally with rotating shifts covering 24x5 and plans to move to 24x7. Strong English communication and a service-driven mindset are essential to deliver an exceptional user experience.

Qualifikationen

• Proficiency in English with strong written and verbal communication.
• Experience in a Service Desk/Help Desk role is advantageous.
• Experience supporting users across multiple countries/time zones is desirable.
• Familiar with ITIL concepts is a plus.

Aufgaben

• Act as the first point of contact for users via phone, email, tickets and in person.
• Log, prioritize, troubleshoot, resolve or escalate incidents and requests.
• Own tickets and ensure resolution within SLA targets.
• Follow incident management processes and document actions clearly.
• Support onboarding/offboarding and access management for users.
• Contribute to service improvements and knowledge sharing.

Kenntnisse

Help desk software

Remote-control tools

Windows 10/11 support

macOS support

Microsoft 365

Excel (Office)

SharePoint

OneDrive management

Azure AD / Entra ID

Active Directory

Troubleshooting

English communication

Tools

Ticketing systems

Remote desktop tooling

SharePoint

OneDrive

Azure AD

Jobbeschreibung

We are seeking a customer-focusedService Desk Analystto join our Global Service Desk team. Supporting over 1,500 users globally, you will act as the first point of contact for IT-related issues, ensuring timely resolution of incidents and service requests while delivering an exceptional user experience. This role operates within a rotating shift pattern covering a 24x5 global support model with plans to move to 24x7 support.

Key Responsibilities

Incident & Ticket Management:

• Act as the first point of contact for users via phone, email, ticketing systems and face-to-face interactions.
• Log, prioritize, troubleshoot, resolve or appropriately elevate incidents and service requests.
• Take ownership of tickets and ensure they are resolved within agreed SLA's.
• Follow Incident Management processes, ensuring accurate documentation and timely closure of tickets.
• Escalate business-critical issues to relevant support teams when required.

User Support & Onboarding:

• Guide users through troubleshooting steps and provide regular updates until resolution.
• Manage user onboarding and offboarding activities including account setup and access management.
• Configure and deploy hardware and software for new and existing users.
• Support a wide range of business functions including IT, Application Support, Facilities and Travel.
• Deliver high-quality customer service and maintain strong relationships with internal stakeholders.
• Participate in a rotating global shift schedule to support users across multiple regions and time zones.
• Contribute to service improvements, process enhancements and knowledge sharing.
• Prepare activity reports and participate in regular team reviews and meetings.

Skills & Experience

Technical:

• Working knowledge of help desk/ticketing software and remote-control tools.
• Windows 10/11 and macOS (OS X) support.
• Microsoft 365 including strong core Office skills (Excel in particular).
• Basic SharePoint and OneDrive management.
• Microsoft Entra ID (Azure AD) and Active Directory Domain Services (AD DS).
• Advanced troubleshooting and diagnostic skills.

Professional:

• Proficiency in English with strong written and verbal communication
• Strong client-facing and customer service orientation
• Ability to priorities, multi-task and complete tasks to the end
• Good organizational and relationship-building skills
• Flexibility to work 24-hour shift patterns

Desired Skills:

• Proven experience in a Service Desk/Help Desk role
• ITIL knowledge (ITIL Foundation certification is an advantage)
• Experience supporting users across multiple countries and time zones
• A service-driven attitude and willingness to go beyond first-line fixes.