Overview

Service Desk Analyst – T1
Job Description
Department:
Security & Corporate IT
Reports To:
IT Service Desk Team Lead
Location:
India (On-site)
Level:
Individual Contributor – Entry/Mid

About HealthEdge
HealthEdge is a leading healthcare SaaS company delivering modern, cloud-native solutions that transform how health plans operate. With a global workforce spanning the US, India, Philippines, Mexico, and the UK, our Corporate IT team plays a critical role in enabling productivity, supporting our people, and ensuring every employee has the tools they need to do their best work.
Role Overview
The Service Desk Analyst serves as the first point of contact for all IT support requests across HealthEdge's global employee base. In this role, you will triage, troubleshoot, and resolve a wide range of hardware, software, and connectivity issues through our ITSM platform (Jira Service Management), by phone, chat, and remote tools. You are part of a follow-the-sun support model,



meaning your team's work directly enables colleagues around the world to stay productive regardless of time zone.

This is an excellent opportunity for a technically curious, service-minded IT professional who wants to build a broad foundation across endpoint management, identity, M365, and ITSM — with explicit growth paths into T2/T3 support, specialist, or team lead roles.
What You'll Do
Incident Intake & Resolution
- Serve as the first point of contact for IT support requests via phone, chat, and email
- Triage and categorize incoming tickets, resolving T1-scope issues within defined SLA targets
- Troubleshoot common issues across Windows and macOS endpoints, M365 applications, printers, VPN, and peripherals
- Escalate unresolved or complex issues to T2/T3 with full documentation and context
- Follow established runbooks and knowledge base articles to deliver consistent, repeatable resolutions

Identity & Access Management
- Process user onboarding and offboarding requests including account prov

📌 Associate Service Desk Analyst (Bengaluru)
🏢 HealthEdge
📍 Bengaluru