Service Desk Analyst (L1 / L2)

Supra ITS; Chennai District; On-site; INR 300,000 - 600,000; Full time

Job summary

A leading IT services provider is hiring a Service Desk Analyst (L1/L2) in Chennai, India. This role requires a disciplined IT support professional who will manage incidents and service requests in a structured, security-first environment. The ideal candidate will have 1 to 7 years of technical support experience, with strong communication skills and an understanding of ITIL processes. This position offers global exposure and a clear path for growth, supported by a Fortune 500 organization.

Qualifications

• Experience supporting global or North American customers preferred.
• MSP experience preferred.
• Comfortable working in a hybrid and shift-based environment.

Responsibilities

• Serve as the first or second level point of contact for IT incidents and service requests.
• Log, categorize, prioritize, and resolve tickets per ITIL and SLA standards.
• Troubleshoot Windows, macOS, and Microsoft 365 issues.

Skills

Technical capability and eagerness to learn

Process-driven

Customer focus

Security-conscious

Accountable and proactive

Education

1–7 years of experience in IT Service Desk / Technical Support

ITIL Foundation or Microsoft certifications

Tools

Active Directory

Microsoft 365

Ticketing tools

Job description

Join Supra ITS: We Are Hiring PAN-India for our Atomic North Satellite Office in Chennai.

There is an immediate need for a Service Desk Analyst (L1 / L2) located in Chennai, India. If you are a process-driven IT support professional who enjoys solving problems, supporting global customers, and working in a disciplined, security-first Managed Services environment, this role is for you.

This is not a call-center role. You will be expected to follow structured processes, document your work rigorously, and take ownership of incidents and service requests while meeting SLA, security, and compliance requirements.

LOCATION – CHENNAI, TAMIL NADU (HYBRID)

About Supra ITS

Founded in 1999, Supra ITS is a globally trusted IT partner delivering Managed IT, Cybersecurity, Digital Transformation, Application Services, and Business Process Outsourcing (BPO). Headquartered in Mississauga, Ontario, Supra ITS operates with 650+ employees worldwide, including 24×7 Network Operations Centers (NOCs) in Canada and India.

Supra ITS provides a full spectrum of IT solutions including infrastructure modernization, cloud platforms, server and network management, private cloud, disaster recovery, service desk support, and advanced security services. With a security-first mindset and SLA-driven delivery model, Supra ITS takes ownership of mission-critical IT environments so customers can focus on growth.

Canon Canada’s strategic investment in Supra ITS further strengthens this commitment by combining Canon’s global scale and technology leadership with Supra’s agility and customer-centric delivery.

For more information, visit www.supraits.com.

Canon Partnership

In 2021, Canon Canada made an equity investment in Supra ITS, recognizing a shared vision to deliver world-class technology and managed services across North America.

What began as a strategic investment has evolved into an integrated partnership—combining Canon’s innovation and enterprise solutions with Supra ITS’s managed services expertise, automation, and cybersecurity capabilities.

Together, Canon and Supra ITS are accelerating digital transformation for customers by delivering secure, scalable, and performance-driven IT solutions that redefine what it means to be truly customer-centric.

About Atomic North

Atomic North is the India-based subsidiary of Supra ITS and serves as the global delivery and operations center supporting Supra’s Managed IT, Application Services, and BPO businesses.

As an integral part of Supra ITS’ international ecosystem, Atomic North ensures operational transparency, strong governance, and seamless collaboration with North American leadership teams.

As Supra ITS continues its rapid expansion across North America in partnership with Canon, Atomic North is scaling its delivery teams in India to support the company’s next phase of growth, maturity, and operational excellence.

Team Overview

Join a high-performing, execution-driven service delivery organization with strong governance, documented processes, and direct leadership engagement.

You will work closely with Service Desk, NOC, SOC, Cloud, and Security teams across India and North America, supporting mission-critical customer environments in a structured, compliance-driven MSP model.

About the Role

We are hiring a Service Desk Analyst (L1 / L2) who thrives in a high-accountability, process-oriented IT support environment.

This role supports global customers and internal teams by resolving incidents, fulfilling service requests, and ensuring consistent, secure, and well-documented service delivery. Responsibilities will align to L1 or L2 level based on experience and capability.

You are expected to understand the technology, not just log tickets.

Examples of Work You Will Handle

• End-user support for Windows, macOS, and Microsoft 365
• Password resets, MFA issues, account lockouts
• Network connectivity issues (Wi-Fi, VPN, DNS)
• Endpoint and peripheral troubleshooting
• Advanced Active Directory and Microsoft 365 administration (L2)
• Escalation handling and root-cause analysis (L2)
• User onboarding and offboarding with strict access controls

What Makes This Role Unique

• Not a call centre: Structured MSP delivery with ownership and accountability
• Security-first environment: SOC2 / ISO-aligned processes and controls
• Global exposure: Support North American customers
• Clear growth path: L1 → L2 → L3 / NOC / SOC / Cloud
• Prestige & stability: Backed by Canon, a Fortune 500 organization
• Hybrid flexibility: Chennai-based with global collaboration

YOU ARE !

A disciplined, customer-focused IT support professional who takes pride in doing things the right way.

• Technically capable and eager to learn
• Process-driven and documentation-oriented
• Calm under pressure and professional with customers
• Security-conscious and compliance-aware
• Accountable, proactive, and dependable

You don’t just resolve tickets—you own service quality.

Key Responsibilities

• Serve as the first or second level point of contact for IT incidents and service requests
• Log, categorize, prioritize, and resolve tickets per ITIL and SLA standards
• Troubleshoot Windows, macOS, Microsoft 365, and endpoint issues
• Perform Active Directory and Azure AD tasks (based on level)
• Handle escalations with complete diagnostics andn
• Follow zero-trust, least-privilege, and identity verification policies
• Maintain clean, audit-ready ticket notes and timen
• Contribute to SOPs, knowledge base articles, and service improvements
• Collaborate with NOC, SOC, Cloud, and Engineering teams

Technical Skills & Attributes

Strong Understanding Of

• Windows 10/11 and basic macOS
• Microsoft 365 (user to admin level depending on role)
• Active Directory and Azure AD fundamentals
• Networking basics (TCP/IP, DNS, VPN)
• Ticketing and RMM tools

Additional Attributes

• MSP experience preferred
• Strong written and verbal English communication
• Structured, detail-oriented, and process-driven
• Comfortable working in a hybrid and shift-based environment

Education & Experience

• 1–7 years of experience in IT Service Desk / Technical Support
• Experience supporting global or North American customers preferred
• ITIL Foundation or Microsoft certifications are strong assets
• Experience in SOC2 / ISO-controlled environments is a plus

(Leveling as L1 or L2 will be based on experience, skills, and demonstrated capability.)

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

If you require any accommodation during the recruitment process, please let us know and we will endeavor to put reasonable provisions into place.