Service Desk Analyst – APAC

Monster Energy APAC; Mumbai; On-site; INR 420,000 - 540,000; Full time

Job summary

Monster Energy APAC in Mumbai is seeking a Service Desk Analyst to join our IT support team. You will deliver fast, reliable help by phone, Teams, email, and ServiceNow, resolving issues across hardware, software, accounts, and mobile devices while collaborating with global IT teams.

You will support users primarily in English with Hindi, maintain accurate ticket records, contribute to the knowledge base, and ensure incidents meet SLA commitments, with occasional after-hours support as needed.

Qualifications

• Bachelor's degree in IS or CS required.
• 1 year IT help desk experience with ticketing system preferred.
• Fluent in English and Hindi.

Responsibilities

• Provide IT support via phone, Teams, email, and ServiceNow.
• Troubleshoot hardware, software, accounts, and mobile devices.
• Maintain ticket documentation and SLA adherence.
• Support Microsoft 365 apps and AD/Entra ID.
• Create knowledge base articles in ServiceNow.
• Provide shift handoffs to APAC/AMER/EMEA desks.

Skills

Customer-first mindset

Communication

English-Hindi bilingual

Shift coordination across time zones

Education

Bachelor's Degree in Information Systems or Computer Science

CompTIA A+

ITIL 4 Foundation

Microsoft certifications (Endpoint Administrator)

Tools

ServiceNow ITSM

Active Directory

Microsoft Entra ID

Microsoft 365 admin

Intune device management

Job description

Forget about blending in. That's not our style. We're the risk takers, the trailblazers, the gamechangers. We're not perfect and we don't pretend to be. We're raw, unfiltered, and a bit unconventional. Our drive is just like our athletes, unrivaled. The power is in your hands to define what success looks like and where you want to take your career. It's not just about what we do, but about who we become on along the way. We are much more than a brand here. We are a way of life, a mindset. Join us.

A Day in the Life:

As a Service Desk Analyst , you'll power the business by delivering fast, reliable IT support through phone, Microsoft Teams, email, and ServiceNow. You'll take ownership of troubleshooting and resolving hardware, software, account access, and mobile device issues, partnering with Desktop Support, global IT teams, and external vendors to drive solutions when escalation is needed.

You'll support users primarily in English while assisting a diverse global workforce, maintain accurate ticket documentation, contribute to our knowledge base, and ensure issues are resolved within SLA commitments. Success in this role means combining technical expertise, a customer-first mindset, and a relentless focus on keeping our teams connected and productive.

The Impact You'll Make:

• Serve as the first point of contact for Monster Energy employees across APAC, handling technical support requests by phone, Microsoft Teams, email and the ServiceNow self-service portal.
• Log, categorize, prioritize and track all incidents and service requests in ServiceNow, and monitor the queue so tickets are resolved and closed within SLA with clear troubleshooting and resolution notes.
• Diagnose and resolve hardware, software and connectivity issues remotely using remote support tools, and provide walk-up support at the India office in partnership with local Desktop Support.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint and the Office apps.
• Manage user accounts, group memberships and password resets in Active Directory and Microsoft Entra ID, including Multi-Factor Authentication (MFA) and self-service password reset support.
• Enroll, configure and troubleshoot Windows, macOS and iOS devices in Microsoft Intune, including app deployment, compliance policies and remote lock, wipe.
• Support remote onboarding and offboarding, including account provisioning, access requests, and coordinating equipment logistics with local offices and vendors, and keep asset and software license records in ServiceNow accurate.
• Identify and elevate major incidents under incident management procedures, route issues with complete information to the right resolver groups (Desktop Support, Infrastructure, Applications, Security), and work with APAC vendors such as wireless carriers and hardware providers to resolve issues.
• Create and maintain ServiceNow knowledge base articles in English and, where appropriate, Hindi; guide users to self-service solutions; provide basic end-user training; and tell APAC users about relevant system changes.
• Provide follow-the-sun coverage by giving clear shift handoffs to the Americas and EMEA Service Desk teams, work flexible schedules that include occasional after-hours or weekend support for critical issues, and follow IT, security and local data privacy policies.

Who You Are:

• Prefer a Bachelor's Degree in the field of -- Information Systems, Computer Science, or a related field
• Flexible to work 6:30 AM to 3:30 PM IST, Monday through Friday, ensuring seamless support coverage across multiple time zones and maintaining service availability during designated support hours.
• Additional Experience Desired: Minimum 1 year of experience in an IT help desk role using a ticketing system
• Additional Experience Desired: Between 1-3 years of experience in supporting users in multiple countries
• Computer Skills Desired: Windows and Microsoft 365 in an enterprise environment. Active Directory and ITIL-based processes (incident, request, and problem management), ServiceNow ITSM
• Preferred Certifications: CompTIA A+, ITIL 4 Foundation, and/or Microsoft certifications (e.g., Microsoft 365 Certified: Endpoint Administrator Associate) preferred
• Additional Knowledge or Skills to be Successful in this role: Fluent in English and Hindi, both written and spoken