The Global Service Desk IT Engineer is a Level 1 (L1) support role within the company’s Global Service Desk, responsible for providing first-line technical support to 1,500+ end users across multiple regions.

Operating in a remote-first, cloud-only environment, this role acts as the first point of contact for all IT support requests. The IT Engineer is responsible for resolving common issues, accurately triaging and escalating incidents to Level 2 (L2) teams where required, and ensuring a consistent, high-quality support experience for users globally.

Scope of Work

The Global Service Desk IT Engineer will:

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Provide L1 support to end users across all regions via the Global Service Desk

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Act as the first point of contact for IT incidents, requests, and queries

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Resolve issues where possible and escalate effectively to L2 and specialist teams

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Support a fully cloud-based IT environment

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Contribute to documentation, knowledge base articles, and service improvements

This role is well suited to a technically capable, customer-focused engineer who enjoys problem-solving,



learning new technologies, and contributing to continuous improvement in a quick-growing global organisation.

Key Responsibilities

Service Desk Support & Operations

The Global Service Desk IT Engineer will:

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Respond to and resolve Service Desk tickets in line with defined SLAs and priorities

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Accurately log, categorise, prioritise, and document all tickets in the ITSM platform

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Provide first-line support for hardware, software, identity, and access-related issues

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Perform effective triage and escalate tickets to L2 teams with clear context and troubleshooting detail

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Communicate clearly and professionally with end users throughout the ticket lifecycle

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Participate in Service Desk handovers and follow-the-sun support coverage

User Experience & Knowledge

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Deliver a friendly, consistent, and customer-focused support experience

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Identify gaps in documentation and proactively co

📌 Global Service Desk Engineer (India)
🏢 Anthesis Group
📍 India