Are you passionate about delivering outstanding customer service and solving technical issues? We're looking for a Service Operations Analyst to join our Service Experience team, providing Level 1 support across a diverse client base and helping ensure customers receive timely, effective outcomes.

The Service Operations Analyst is responsible for providing first-line technical support, managing incidents and service requests, and ensuring all work is completed in line with agreed processes and service levels. You'll work closely with customers and internal teams to troubleshoot issues, fulfil requests, maintain accurate documentation, and contribute to a positive customer experience.

About Us

At The Missing Link, we don’t just keep up with the pace of technology - we set it. With 28+ years of innovation, a team of 200+ specialists, and the backing of global powerhouse Infosys, we’ve become one of Australia’s most awarded IT providers.

We help businesses move faster with cutting-edge Cyber Security, IT & Cloud, and AI & Automation solutions. And we are growing fast.





What you will be doing
- Provide Level 1 technical support by resolving incidents, fulfilling service requests and delivering timely outcomes in line with documented processes and SLAs.
- Manage operational support activities including user onboarding and offboarding, mailbox administration, access requests and other customer service tasks.
- Triage, prioritise and escalate tickets based on urgency, impact, customer priority and team capacity.
- Maintain accurate ticket updates, documentation and time recording while ensuring all customer communications are captured correctly.
- Work closely with customers and internal teams to deliver excellent service, contribute to knowledge sharing and support continuous improvement initiatives.

What you bring

Strong experience with:
- Microsoft technologies including Microsoft 365, Entra ID, Active Directory, Windows 10/11 and Azure administration.
- Incident manage

📌 Service Operations Analyst (Pune)
🏢 The Missing Link
📍 Pune