Urgent opening For Senior Analyst Service Desk

MRO; Hadapsar; In loco; INR 300.000 - 420.000; Tempo pieno

Descrizione del lavoro

MRO in Maharashtra, India is seeking a full-time IT Support Analyst to serve as a technical support resource for internal users and external customers. You will triage, document, and manage requests via JIRA Service Management and Genesys, while diagnosing and resolving issues or escalating as required.

Role requires strong English communication, ticketing proficiency, and the ability to work with remote teams across the US and India. Knowledge of Office365, Windows, and MacOS is essential.

Competenze

• Strong customer service mindset with excellent written and verbal English communication skills.
• Technical troubleshooting and analytical problem-solving skills.
• Ability to manage competing priorities in a fast-paced environment.
• Comfort with ticketing systems and documented processes.
• Willingness to learn evolving technologies and workflows.
• Ability to collaborate with remote teams in the US and India.
• Proficiency in Office365 applications and OS troubleshooting (Windows/Mac).
• Education: BE/B.Tech, MCA preferred; technical diploma also acceptable.

Mansioni

• Serve as a technical support resource for internal users and external customers.
• Receive, triage, document, and manage support requests via JIRA Service Management and Genesys.
• Diagnose, troubleshoot, and resolve technical issues or escalate as needed.
• Maintain accurate, timely, and professional ticket documentation and customer communication.
• Adhere to SLAs, quality standards, and support processes.
• Support onboarding and offboarding activities, including access provisioning.
• Contribute to continuous improvement through documentation and knowledge sharing.

Conoscenze

Customer service

English communication

Technical troubleshooting

Ticketing systems

Prioritization

Remote collaboration

Office365 proficiency

Windows troubleshooting

MacOS troubleshooting

Teamwork

Formazione

BE / B.Tech

MCA

Technical Diploma (Full Time)

Strumenti

JIRA Service Management

Office365

Active Directory

Entra

Intune

JAMF

TeamViewer / remote tools

Descrizione del lavoro

Role & responsibilities

Essential Functions:

• Serve as a technical support resource for internal users and external customers
• Receive, triage, document, and manage support requests via our JIRA Service Management support portals and via telephone intake utilizing Genesys.
• Diagnose, troubleshoot, and resolve technical issues or escalate appropriately
• Maintain accurate, timely, and professional ticket documentation and customer communication
• Adhere to service level agreements (SLAs), quality standards, and support processes
• Support onboarding and offboarding activities, including access provisioning and disablement
• Contribute to continuous improvement through documentation, knowledge sharing, and process feedback
• As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this job description may not comprehensively account for future activities, responsibilities, and priorities - these may evolve right along with us!

Required Abilities, Education, and Skills:

• Strong customer service mindset with excellent written and verbal English communication skills
• Technical troubleshooting and analytical problem-solving skills
• Ability to manage competing priorities in a fast-paced environment
• Comfort working within ticketing systems and documented processes
• Willingness and ability to learn evolving technologies, applications, systems, and workflows utilizing all sources of knowledge (peers, documentation, media, AI) to grow proficiency
• Ability to build strong interpersonal relationships with colleagues working remotely throughout the US and India
• Proficiency in utilizing Microsoft Office365 applications
• Proficiency in troubleshooting Office365, Windows10/11, and MacOS
• India based applicants:
• Education: BE / B. Tech, MCA Preferred
• Full Time Technical Diploma

Preferred Abilities, Education and Skills:

• Relevant Microsoft certifications (MCP, MTSA, MCSE) or CompTIA certifications (A+)
• Bachelors degree in information technology or a related domain
• Experience supporting remote workforces
• Experience with a remote access tool like Teamviewer or Splashtop
• Experience with Active Directory, Entra, and Office365 administration
• Experience with Microsoft Intune, JAMF, or other device management apps
• Experience with JIRA Service Management or comparable ITSM tool
• Experience with leveraging AI tools to improve technical or non-technical skillsets
• Experience with general networking concepts (routing, DNS, IP topology, VPN)
• Advanced system or platform administration (Senior Analyst and above)
• Leadership, mentoring, or coaching experience (Advisor level)
• Data analysis, reporting, and operational metrics experience (Supervisor level)

Work environment/Physical Demands:

• Continuous sitting and fine manipulation

If based in India, may be required to work U.S. business hours to support global operations