Department: Tech - IT
Location: Gurugram, India

Description

We have an excellent opportunity to join our newly established IT Service Desk Team, supporting internal colleagues at Aurora, a highly successful energy analytics consultancy. This is an office-based position located in our Gurugram office, working shifts as part of the Service Desk Team to provide 24x5 rotational global support.

To succeed in this role, you’ll need minimum of 5 years of global technical support hands on experience, delivering solutions across diverse IT environments and ensuring high customer satisfaction. Key technologies include Windows 11, Microsoft 365, MS Teams, Intune, account administration tools (e.g., Entra, SharePoint), and general hardware/software troubleshooting.

We’re looking for someone who is resourceful, adaptable, and a solid communicator who can quickly diagnose and resolve technical issues while working effectively with colleagues across multiple teams and global locations.

Key Responsibilities

Triage and categorise IT Support tickets (Incidents, Service Request, etc.)



responding to and resolving tickets within SLA
Manage and escalate major incidents, ensuring timely communication and resolution
Perform IT administrative tasks in line with standard operating procedures (SOPs), including access and account management
Provide remote support for end users, including troubleshooting applications and hardware issues
Support Microsoft Teams calls and video conferencing, including investigation of call quality issues
Carry out onboarding and offboarding tasks for employees
Deploy and manage software, systems, and licensing (Office 365, OneDrive/SharePoint, antivirus tools)
Contribute to the development and maintenance of IT knowledge base content for both users and IT staff
Monitor and support site-based video conferencing equipment

Skills, Knowledge and Expertise

Soft Skills:
Willingness to work rotational (monthly/quarterly) shifts as part of a 24x5 team.
Strong cu

📌 IT Global Service Desk (Gurugram)
🏢 Aurora Energy Research
📍 Gurugram