Overview

We invite you to become part of our esteemed IT Workforce Care Team as a Senior Service Desk Analyst. In this role, you will be a key member of the technical support team, responsible for overseeing team operations and delivering the highest level of customer service, as measured by metrics such as NPS, SLAs, AHT, and Compliance.

You will handle the most complex technical issues, drive innovation and simplification for the team and customers, manage mid-sized technical projects, and promote operational excellence. You will mentor a mid-sized team on technical aspects and maintain accurate records in the CMDB. As an Senior Service Desk Analyst, you are dependable and proven in solving complex technical challenges — independently following, editing, and creating KCS content while actively training and mentoring junior team members. Senior Service Desk Analyst build durable, repeatable processes and are key contributors to solution delivery and ongoing support alongside engineering, leveraging AI-enhanced self-help and analysis tools,



and may also serve as Team Leads as part of their leadership developmentAs a Senior Service Desk Analyst, you will be a pivotal player in ensuring optimal customer service through effective technical support, and it is critical that you possess excellent leadership skills and technical expertise.

As a Service Desk Analyst, you will provide technical assistance to users of the organization, responding to their inquiries, evaluating and resolving issues related to IT equipment and applications. Your work will involve providing technical care to all aspects of the information systems unit, including system hardware, operating systems, applications, and networks.

You will work closely with the organization's IT department, providing assistance on work that may be beyond the scope of your expertise. As a Service Desk Analyst, you will serve as a single point of contact for any system-related issues and provide support relating to

📌 Senior Service Desk Analyst (Bengaluru)
🏢 Intuit
📍 Bengaluru