Service Desk Analyst

MediSolution; Pune District; Hybrid; INR 350,000 - 550,000; Full time

Job summary

Harris is seeking an IT Helpdesk professional in Pune to provide Level 1–2 support for Windows, Office, VPN, and server infrastructure. You will document resolutions, monitor critical infrastructure, and assist users across enterprise applications in a fast-paced, 24x7 environment.

Ideal candidates have 1–2 years in international service desks, strong AD skills, and familiarity with remote tools. We value ITIL basics and solid networking knowledge for effective troubleshooting.

Qualifications

• Good understanding of Windows 11 enterprise environment and UI.
• 2-4 years hands-on experience with Word, Excel, PowerPoint and Outlook.
• Basic understanding of MS networking setup and configuration (DHCP, DNS, IP).
• 1-2 years’ experience managing Active Directory (password resets, profiles, Apps/Patch distribution).
• 1-2 years’ experience with international service desk and remote support tools (RDP, GTA, PCAnywhere).
• Basic ITIL knowledge; foundational network and server concepts.
• Clear ability to articulate and troubleshoot new issues.

Responsibilities

• Attend IT service desk calls and follow appropriate procedures.
• Provide Level 1 & 2 support around Windows, Office, VPN, Telephony, Server and apps.
• Follow and create knowledge articles to document resolutions.
• Proactively monitor key infrastructure components and perform initial troubleshooting.
• Ensure user satisfaction; work in a 24x7 environment.

Skills

Windows 11

Office tools

Active Directory

Networking basics

Remote support

RDP

ITIL basics

Troubleshooting

Tools

ServiceNow

SMS

GTA

PCAnywhere

Studio.Net

Visio

Mac OS

Job description

Essential Criteria

Good understanding of Windows 11 enterprise environment and UI (User profile, email configuration, Appl installing) 2-4 year’s hands‑on experience with office productivity tools like Word, Excel, PowerPoint and Outlook Basic understanding of MS networking setup and configuration for PCs (DHCP, DNS, IP configuration) 1-2 years’ experience of managing Active Directory environment (Password reset, User profile changes, Apps/Patch distribution WSUS, SMS etc.) 1-2 years’ experience with international service desk and remote support tools (RDP, GTA, PCAnywhere etc.) Basic knowledge of ITIL framework (V3.0 foundation would be added advantage) Clear understanding of Network and Server fundamentals. Logical frame of mind to articulate and troubleshoot new issues.

Preferred Skills

Experience in supporting enterprise applications like Oracle EBS will be added advantage Knowledge of installing and support of Studio.Net, Visio would be added advantage Working with ServiceNow Working with Mac OS.

Responsibilities

Attending IT service desk calls and following appropriate procedures Providing Level – 1 & 2 technical support around Windows, Office, VPN, Telephony, Server infrastructure, Enterprise applications etc. Follow and create knowledge articles to document resolutions. Proactively monitor key parts of infrastructure and provide initial troubleshooting support. Ensure user satisfaction Working in 24x7 Environment.

Company Culture and Benefits

At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries. We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy. In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and—most importantly—a culture that values people, curiosity, and having fun while doing great work. Follow us on LinkedIn to learn more about our culture, values, and career opportunities.

Equal Opportunity Employment

Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Applicants who require a reasonable accommodation due to a disability may contact us by email at [e-mail]. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status.

Legal and AI Disclosure

Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.