Service Desk Senior Analyst

IndiaRemoteFull-timesenior

Customer SupportService Desk Analyst

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Quick Summary

Key Responsibilities

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates,

Requirements Summary

At least 3 years of progressive experience in Service Desk operations, desktop support, endpoint engineering, Microsoft 365 administration, or managed services.

Technical Tools

Customer SupportService Desk Analyst

We are looking for an experienced Service Desk professional to provide advanced Level 2 technical support in a dynamic enterprise IT environment. In this role, you will investigate and resolve complex incidents and service requests across Microsoft 365, Windows endpoints, identity management, networking, and business applications. You will take ownership of escalated tickets, support critical incidents, and collaborate with engineering teams and other stakeholders to restore services efficiently. Beyond troubleshooting, you will contribute to knowledge development, operational improvements, automation, and service quality initiatives. This position offers the opportunity to strengthen IT operations while supporting secure, reliable, and high-performing digital workplace services.

Investigate and resolve escalated incidents and service requests requiring advanced technical analysis across endpoints, Microsoft 365, identity and access management, networking, remote access, and business applications.
Perform Microsoft 365 administration, including Exchange Online, shared mailboxes, delegation, distribution lists, Teams, SharePoint permissions, OneDrive, and license management.
Administer and troubleshoot endpoint management solutions, including Microsoft Intune, Windows Autopilot, and JAMF, covering device enrollment, application deployment, configurations, compliance, and approved remote device actions.
Manage and troubleshoot Microsoft Entra ID and Active Directory, including role-based access, joiner–mover–leaver processes, security groups, conditional access, multifactor authentication, privileged identity management, and least-privilege controls.
Diagnose complex issues involving Windows devices, mobile devices, printers, peripherals, VPN, remote access, applications, and network connectivity using logs and diagnostic tools.
Handle BitLocker recovery, endpoint security, device compliance, encryption, and related security requests in accordance with approved policies and permissions.
Own complex tickets through resolution, coordinating with engineering teams, application owners, client contacts, vendors, and other resolver groups while maintaining clear technical documentation.
Support Priority 1 and Priority 2 incidents, including major incident communications, technical triage, recovery coordination, and post-incident follow-up.
Review Level 1 escalations, provide technical coaching, validate troubleshooting quality, and identify opportunities to improve first-line resolution.
Develop, maintain, test, and approve knowledge articles, runbooks, standard operating procedures, diagnostic guides, and self-service resources.
Monitor service performance indicators, including recurring incidents, ticket backlogs, reopened cases, service-level performance, first-contact resolution, customer satisfaction, abandonment rates, and average speed of answer.
Identify and implement approved automation, process improvements, monitoring integrations, and ticket-routing enhancements.
Contribute to operational dashboards, monthly service reports, governance reviews, audit evidence, and technical performance discussions.
Participate in change planning, service readiness, knowledge transfer, operational validation, and continuous improvement initiatives.
Provide shift-based, after-hours, escalation, and on-call coverage as required, including support within a 24/7/365 operating environment.

Requirements

~1 min read

At least 3 years of progressive experience in Service Desk operations, desktop support, endpoint engineering, Microsoft 365 administration, or managed services.
Demonstrated experience providing Level 2 technical support and resolving complex incidents across Microsoft 365, Windows endpoints, identity and access management, endpoint management, VPN, remote access, and enterprise applications.
Hands-on experience with ServiceNow or a comparable IT Service Management (ITSM) platform.
Practical knowledge of Microsoft Entra ID, Microsoft Intune, Windows Autopilot, Active Directory, Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive.
Experience managing endpoint security controls, device compliance, multifactor authentication, conditional access, encryption, role-based access, and least-privilege practices.
Strong troubleshooting and analytical skills, with the ability to investigate complex technical issues and identify effective solutions.
Excellent documentation and communication skills, with the ability to explain technical issues clearly and coordinate effectively with customers, stakeholders, and technical teams.
Strong incident ownership, prioritization, and problem-solving abilities, including the capacity to work under pressure during critical incidents.