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 spoken English robust enough for direct client contact with UAE and international users
- The temperament to stay calm with a frustrated user at 3am
- Willingness to work rotational shifts

WHAT EARNS A SECOND LOOK
- MSP or multi-client support background
- macOS support alongside Windows
- ITIL Foundation
- Active Directory or Microsoft Entra ID user administration
- Additional languages such as Arabic, Hindi, Malayalam or Tamil

WHAT YOU GET
- Structured L1 to L2 to L3 progression with named criteria, not vague promises
- Certification support across Microsoft fundamentals, ITIL and CompTIA
- Shift allowances and paid overtime
- Senior engineers who pick up when you escalate, rather than pushing it back
- Exposure to enterprise environments across two countries, with a route into our UAE projects

HOW TO APPLY Apply through LinkedIn. Tell us in a few lines about the hardest user you handled well. Not the hardest technical problem, the hardest person.

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