Role: Service Desk Analyst

Experience: 2-3 years

Work Mode: REMOTE

JD

Responsibilities

- Provide white-glove, End User Service Desk Support via phone, email, SMS, and chat.
- Manage an open ticket queue including Incidents, Requests, Tasks and Changes across multiple ticketing systems such as ServiceNow, FreshService and Zendesk.
- Document all incoming and outgoing communications with all customers, including daily ticket follow-ups in the respective ticketing system.
- Perform resets in systems such as Active Directory, Entra, Office 365 Admin and Okta.
- Perform uninstall/reinstall of approved software applications to devices.
- Provide support for Multifactor Authentication, SSO Applications and VPN technologies.
- Support various industry standard applications such as Veeva.
- Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
- Administer Office 365 including Distribution List (DL) Management and Shared Mailbox support.
- Manage Adobe license administration and user provisioning.
- Perform Okta administration including user lifecycle management and application assignments.
- Manage SharePoint access including permissions, site access, and group membership.

Onboarding and offboarding of clients employee via AD, Entra, or other supplied software

Required Skills





- CompTIA A+ certification or equivalent.
- 2–3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment.
- 1+ year Mac OS experience.
- 1+ year of supporting VIP or C level executives
- Understand of the ITIL framework
- Experience supporting Microsoft 365 applications and M365 Admin
- Experience with Microsoft SharePoint from and access management
- Experience with Active Directory and Microsoft Entra.
- Experience with ServiceNow ticketing system; additional ticketing systems are a plus.
- Experience with remote access tools such as ConnectWise. Additional remote tools are a plus.
- Experience with Okta administration.
- Experience remotely troubleshooting Windows hardware and software break/fix issues.
- Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi.
- Understanding of call center metrics and KPIs.
- Ability to multi-task and experience working in a quick-paced environment.
- Ability to follow and understand complex documentation
- Strong technical troubleshooting and customer service skills.
- Strong verbal and written communication skills.
- College or technology school degree preferred

📌 Service Desk Analyst (India)
🏢 Talentgigs
📍 India