ANSR is hiring for one of its clients.

About ANSR MedTech:

Who We Are:

ANSR MedTech Capability Center is a recent global innovation hub being established in India for a Fortune 100 Fastest-Growing Company in the MedTech sector. Built in partnership with ANSR, the center draws on ANSR’s proven experience in establishing and scaling high-performance Global Capability Centers (GCCs) for leading global enterprises.

ANSR MedTech center brings together world-class engineering, product, and technology talent to build next-generation healthcare platforms and solutions that power global operations.

Position Summary:

The IT Service Delivery Senior Specialist is responsible for supporting daily IT operations and ensuring effective IT service delivery across the organization. This hands-on role provides Tier 2 and Tier 3 technical support to end users, troubleshooting hardware, software, endpoint devices, telecommunications, and network-related issues while ensuring service levels and customer satisfaction objectives are achieved.

The role partners closely with IT teams, cybersecurity teams, business users, and service providers to resolve issues, improve operational efficiency, maintain compliance standards, and drive continuous improvements across IT Service Delivery functions.

Key Responsibilities:

IT Service Delivery & End User Support:

- Respond to technical support requests from local and remote users.
- Diagnose and resolve hardware, software, endpoint, and connectivity issues.
- Provide Tier 2 and Tier 3 support for desktops, laptops, mobile devices, and enterprise applications.
- Document incidents, service requests, and resolutions within approved service management tools.
- Escalate issues to specialized support teams when required.
- Deliver high-quality customer support while meeting defined service levels.

Endpoint & Device Management:

- Support provisioning and deprovisioning of user hardware and application access.
- Install, configure, and troubleshoot Windows and macOS devices.
- Support Apple and Android mobile devices,



including device provisioning activities.
- Manage endpoint-related incidents and coordinate issue resolution.
- Support endpoint management and mobility solutions used across the organization.

Incident Management, Documentation & Knowledge Management:

- Maintain accurate records of incidents, service requests, and resolutions.
- Create and publish knowledge base articles to support user self-service.
- Ensure requests and support activities are properly documented.
- Analyze recurring issues and identify opportunities for service improvement.
- Support continuous improvement through effective knowledge management practices.

Compliance, Security & Governance:

- Ensure compliance with established IT policies, procedures, and best practices.
- Support activities related to HIPAA, SOX, GDPR, and other compliance requirements.
- Assist with audit and control evidence collection when required.
- Partner with cybersecurity teams to address security-related issues and improvements.
- Promote adherence to security and governance standards across IT operations.

Operational Excellence & Collaboration:

- Build strong working relationships with business users and IT support partners.
- Work closely with infrastructure and systems teams to resolve operational issues.
- Identify trends and patterns within support requests to improve service delivery.
- Support continuous improvement initiatives across tools, processes, and technologies.
- Participate in IT Service Delivery projects and operational initiatives as assigned.

Additional Duties:

- Support tactical execution of IT Service Delivery initiatives and projects.
- Contribute to operational stability and service excellence objectives.




- Perform other IT support and service delivery duties as assigned.

Education and Experience Minimum Requirements:

- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience.
- 3-5 years of experience in desktop support, IT support, or IT service delivery environments.
- Experience troubleshooting hardware, software, operating systems, and endpoint devices.
- Experience working with IT service management processes and tools.
- Familiarity with ITIL-based service management practices preferred.

Required Knowledge & Skills:

- Experience working with service management tools for incident and request management.
- Experience installing and troubleshooting Windows-based endpoints.
- Experience installing and troubleshooting macOS operating systems.
- Experience supporting and troubleshooting enterprise applications.
- Experience supporting Apple and Android mobile devices.
- Experience with endpoint management solutions such as VMware AirWatch or Microsoft Intune.
- Understanding of enterprise information security requirements.
- Strong communication and interpersonal skills.
- Excellent customer service capabilities.
- Strong analytical and problem-solving skills.

Preferred Skills and Competencies:

- Ability to effectively manage multiple priorities and support requests.
- Strong organizational and documentation skills.
- Strong stakeholder collaboration and relationship-management abilities.
- Commitment to process adherence and operational excellence.
- Continuous improvement mindset with a focus on service quality.
- Ability to work independently and collaboratively within global teams.

Nice to Have:

- ITIL v4 certification or familiarity.
- ServiceNow certification.
- CompTIA A+ certification.
- Microsoft certifications (MCSA, MCSE, Azure).
- VMware AirWatch certification.
- Apple support certifications.
- Experience working in regulated or compliance-driven environments.

📌 IT Service Delivery Senior Specialist-28448] (Bengaluru)
🏢 ANSR
📍 Bengaluru