Most support jobs measure how many tickets you close. This one measures whether the person on the other end stopped worrying.
GR IT Services is a multinational IT services company operating across the United Arab Emirates and India. We are a Microsoft Solutions Partner, a Cloud Solution Provider and a Google Cloud Partner. Our UAE operation serves clients across all seven emirates from Business Bay, Dubai, and our India operation delivers engineering and 24x7 service desk capability for that client base and our own. Between them we support organisations in finance, healthcare, hospitality, retail, manufacturing and legal, from startups to multi-entity groups.

When a client contacts us they reach an engineer, not a bot and not a queue that promises a callback. Holding that standard is the whole job.

We are hiring in Hyderabad for someone with 2-4 years of service desk experience who is ready to own tickets end to end rather than pass them along.

WHAT YOU WILL ACTUALLY DO
Be first response across our helpdesk app, live chat, email and phone
Triage properly on severity,



impact and who is actually blocked, then resolve or escalate with the context already gathered
Fix the everyday reality: Windows and macOS issues, Microsoft 365 and Outlook, printing, VPN and connectivity, password and MFA resets, onboarding and offboarding
Own each ticket through to closure and keep the client updated without being chased
Work to SLA response and resolution targets you can see and are measured against
Document every fix so the next person does not start from zero
Escalate to L2 and L3 cleanly, with reproduction steps and what you already ruled out
Rotate through night and weekend shifts as part of genuine 24x7 cover across two time zones
WHAT WE NEED YOU TO HAVE
2-4 years on an IT service desk or technical support desk
Confident troubleshooting Windows, Microsoft 365 and basic networking
Hands-on with a ticketing system such as Freshservice, Zendesk, ServiceNow or Jira
Written and s

📌 IT Service Desk Analyst (Hyderabad)
🏢 GR IT SERVICES
📍 Hyderabad