Make your mark with Thiess
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The Opportunity
The Senior Analyst, Service Desk is responsible for providing advanced technical support and shift leadership within the Service Desk function. The role acts as the first point of escalation for Service Desk Analysts, coordinates daily operational activities during assigned shifts, supports major incident management and service restoration, monitors ticket queues and service levels, and provides guidance and mentoring to team members while delivering high-quality ICT support services to global users in a 24x7 operating workplace.
As the Senior Analyst, you will:
Work within a 24x7 Service Desk operating model, including rotational shifts and structured handovers.




Provide shift-level guidance to a team of 4-5 Service Desk Analysts while remaining hands-on in technical support delivery.
Participate in major incident support, service restoration activities and critical escalations during allocated shift.
Coordinate with global ICT teams and stakeholders across multiple time zone
Mentor team members and promote knowledge sharing
Encourage collaboration and positive team culture.
Escalate operational, workload, and people-related concerns when needed.
Promote and comply with safety standards, policies, and procedures.
Coordinate Service Desk operations in a 24x7 environment.
Monitor ticket queues, workload, and SLA performance.
Maintain clear communication with Service Desk management regarding shift performance, risks and constraints
Oversee critical incidents and priority escalations.
Act as the first escalation point for complex technical issues.
Provide advanced troubleshooting across end-user computing, Microsoft 365, access, connectiv

📌 Senior Analyst, Service Desk (Gurugram)
🏢 Thiess
📍 Gurugram