Service Desk Associate (Rotational Shift)

AIR (Advanced Inhalation Rituals); Hyderabad; Sur place; INR 300 000 - 420 000; Plein temps

Résumé du poste

AIR (Advanced Inhalation Rituals) in Hyderabad seeks an IT Service Desk Associate to be the first point of contact for end users, delivering efficient L1 support across hardware, software, and network issues. You will log incidents, manage user accounts, and provide timely resolutions to meet SLAs.

Role requires ITIL knowledge, experience with Windows 10/11 and Microsoft 365, and availability for rotational shifts to support 24/7 operations. Excellent communication in English is essential.

Qualifications

• Bachelor's degree or Diploma in Computer Science/IT.
• ITIL 4 Foundation certification.
• 1–2 years of IT service desk experience.
• Experience providing first-line support in Windows and Microsoft 365.
• Hands-on experience with ITSM tools (Jira Service Management, ServiceNow).
• Experience meeting defined SLAs in customer-facing support.
• Availability to work rotational shifts including nights.

Responsabilités

• Act as the first point of contact for end users via phone, email, chat, and ITSM portal.
• Provide first-line (L1) support for hardware, software, network, email, and business apps.
• Triage, categorize, and prioritize incidents; escalate when needed while owning resolution.
• Manage user accounts: password resets, provisioning, de-provisioning.
• Set up and troubleshoot desktops, laptops, mobile devices, printers and peripherals.
• Support onboarding/offboarding with device and access provisioning.
• Keep ITSM records accurate and contribute to knowledge base.
• Monitor queues and ensure SLA compliance, informing users of status.
• Work on rotational shifts, including nights, to provide 24/7 service desk coverage.
• Follow ITIL processes and contribute to continual service improvement.
• Escalate recurring issues for root-cause analysis; adhere to security policies.

Connaissances

Windows 10/11

Microsoft 365

Active Directory

Networking basics

Troubleshooting devices

Remote support tools

IT asset management

ITIL basics

SLA understanding

English communication

Formation

Bachelor's degree or Diploma in CS/IT

Outils

Jira Service Management

ServiceNow

Remote desktop tools

Description du poste

Serve as the first point of contact for all IT support requests and incidents at AIR Global, providing timely and professional first-line technical support to end users across the organisation. Ensure that incidents and service requests are logged, triaged, resolved or escalated in line with agreed service levels, maintaining a high standard of customer service and contributing to the smooth, 24/7 operation of the IT Service Desk.

RESPONSIBILITIES

• Act as the first point of contact for end users via phone, email, chat, and the IT service management (ITSM) portal, logging all incidents and service requests accurately and completely.
• Provide first-line (L1) technical support for hardware, software, network, email, and business application issues, resolving within agreed service levels wherever possible.
• Triage, categorise, and prioritise incidents and service requests, escalating to L2/L3 teams or external vendors when required while retaining ownership through to resolution.
• Perform user account administration such as password resets, access provisioning, and de-provisioning in line with IT security and access-management policies.
• Set up, configure, and troubleshoot end-user devices including desktops, laptops, mobile devices, printers, and peripherals.
• Support onboarding and offboarding by preparing and configuring devices, accounts, and access for new joiners and leavers.
• Maintain accurate records in the ITSM tool and contribute to the knowledge base with troubleshooting steps and known solutions.
• Monitor the incident and request queues, following up proactively to ensure SLA compliance and keeping users informed of ticket status.
• Work on a rotational shift basis, including night shifts, to maintain 24/7 Service Desk coverage across the organisation’s global operations.
• Follow ITIL-aligned processes for incident, service request, and problem management, and contribute to continual service improvement initiatives.
• Escalate recurring issues and potential problems to the Service Desk Team Lead and support root-cause analysis.
• Adhere to IT security, data protection, asset management, and software licensing policies in all support activities.

SKILLS AND QUALIFICATION

Qualification

• Bachelor’s degree or Diploma in Computer Science, Information Technology, or a related field.

Certifications (an added advantage):

• ITIL 4 Foundation
• 1–2 years of relevant experience in an IT service desk, help desk, or technical support role.
• Experience providing first-line support in a Windows and Microsoft 365 environment.
• Hands-on experience using an ITSM / ticketing tool (e.g., Jira Service Management, ServiceNow, or similar) to log and manage incidents and requests.
• Experience working to defined SLAs in a customer-facing support environment.
• Willingness and availability to work in rotational shifts, including night shifts, to support 24/7 operations.

Skills and Competencies for the Service Desk Associate role

Technical Skills

• Working knowledge of Windows 10/11 operating systems and Microsoft 365 / Office applications.
• Familiarity with Active Directory / Entra ID for user and access management — password resets, group membership, and account provisioning.
• Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience troubleshooting desktops, laptops, mobile devices, printers, and peripherals.
• Familiarity with remote support tools and endpoint management platforms (e.g., Intune, SCCM, or remote desktop tools).
• Awareness of IT asset management and software licensing practices.

Process & Service Management

• Understanding of ITIL service management principles, particularly incident, service request, and problem management.
• Ability to prioritise and manage multiple tickets concurrently while meeting SLA targets.
• Accurate documentation and knowledge-base maintenance skills.
• Strong customer-service orientation with a professional, patient, and empathetic approach.
• Excellent verbal and written communication skills in English.
• Strong problem-solving and analytical skills with close attention to detail.
• Ability to work effectively both within a team and independently during night and off-hours shifts.
• Flexibility and reliability to work a rotational 24/7 shift pattern, including nights, weekends, and public holidays.