SERVICE DESK ANALYST

Accountabilities • Handle IT service desk calls and requests while following established support procedures and service-management practices. • Provide Level 1 and Level 2 technical support for Windows, Microsoft Office, VPN, telephony, server infrastructure, and enterprise applications. • Troubleshoot Windows 11 user-profile, email-configuration, application-installation, and general desktop issues. • Support Active Directory activities including password resets, user-profile changes, and application or patch distribution through tools such as WSUS and SMS. • Diagnose basic networking issues involving DHCP, DNS, IP configuration, connectivity, and other network fundamentals. • Use remote-support technologies such as RDP and comparable remote-access tools to troubleshoot user environments. • Proactively monitor key infrastructure components and perform initial troubleshooting when issues are detected. • Create, maintain, and follow knowledge articles to document technical resolutions and improve first-contact resolution. • Ensure user issues are handled efficiently while maintaining a strong focus on customer satisfaction and service quality. • Follow established IT processes completely and accurately, identifying opportunities to improve workflows and the overall user experience. • Collaborate with colleagues and other IT teams to resolve incidents, escalate complex issues, and maintain service continuity. • Provide technical support within a 24/7 operational environment and adapt to assigned shifts as required. Requirements • 2–4 years of hands-on experience supporting enterprise productivity tools, including Microsoft Word, Excel, PowerPoint, and Outlook. • Strong understanding of the Windows 11 enterprise environment, including user profiles, email configuration, and application installation. • 1–2 years of experience administering or supporting Active Directory, including password resets, user-profile management, and application or patch distribution. • Basic understanding of Microsoft networking configuration for PCs, including DHCP, DNS, IP addressing, and connectivity troubleshooting. • 1–2 years of experience with international service desk operations and remote-support technologies such as RDP or similar tools. • Good understanding of network and server fundamentals. • Basic knowledge of the ITIL framework; ITIL V3 Foundation certification or equivalent knowledge is an advantage. • Experience working with ServiceNow is preferred. • Experience supporting enterprise applications such as Oracle EBS is an advantage. • Knowledge of installing and supporting applications such as Studio.Net and Visio is a plus. • Familiarity with Mac OS environments is beneficial. • Strong logical and analytical thinking, with the ability to investigate unfamiliar technical issues systematically. • Excellent verbal and written communication skills. • Ability to execute assigned tasks independently while working effectively as part of a team. • Strong process discipline and the ability to follow technical procedures accurately and consistently. • A continuous-improvement mindset, with the ability to document solutions and identify ways to improve efficiency and user experience. • Willingness and availability to work in a 24/7 support environment. Benefits • Full-time remote opportunity based in India, with the role supporting a global enterprise environment. • Opportunity to work across desktop support, enterprise applications, networking, infrastructure, and IT service management. • Exposure to technologies including Windows 11, Active Directory, Microsoft Office, VPN, remote-support tools, WSUS, and ServiceNow. • Opportunity to develop expertise in ITIL-aligned service management and enterprise IT operations. • Collaborative environment focused on learning, teamwork, and continuous improvement. • Opportunity to make a direct impact on employee productivity and user experience. • Comprehensive benefits package and additional employee perks. • Supportive workplace culture that values inclusion, professional development, and employee wellbeing. How Jobgether works: 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, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1