Role & responsibilities ;

Helpdesk Support Analyst to act as the first point of contact for end users of customer across the business, working alongside AI virtual agents and automation to deliver fast,

high-quality first-line support. Working remotely through phone, chat, email, and the AI-

powered self-service portal, you will log, triage and resolve first-line incidents plus service requests using AI-assisted classification, Copilot-style knowledge tools, and automated fulfilment to resolve at first contact or route to the right team. This is a customer-facing role at the front door of the Digital Workplace (DWP) function, operating to explicit first-response and resolution SLAs. Analyst should be working from Bangalore office in rotational shifts.

Location: Bangalore, India

Shifts: Should be flexible for Night-Shift

Core Focus

You will handle standard IT support requests through phone, chat, email, and portals while working side-by-side with AI chatbots to resolve issues and reduce ticket volume faster.

Key Responsibilities

- Smart Triage: Log and route incoming tickets using AI classification tools.
- Issue Resolution: Fix routine problems like password resets, account unlocks,

and M365 errors.
- Knowledge Management: Create and update KEDB documents for AI-

searchable support guides.
- SLA Tracking:



Monitor queues and meet strict response and resolution deadlines.
- Diagnose, troubleshoot and either resolve or escalate to second-line / specialist teams with full, high-quality notes; own the ticket through to closure.
- Experience, reporting & continual improvement Keep users updated with clear, jargon-free communication; support shift handovers, contribute to trend /

CSAT reporting.

Candidate Requirements

- Essential Skills:

Remote helpdesk experience with high-volume contact environment
- Hands-on troubleshooting of Microsoft 365 / Office (Outlook, Teams,

OneDrive) and Windows11 end-user issues.
- Experience with Active Directory / Entra ID account actions password

resets, unlocks, and group membership.
- Experiencing using ITSM Ticketing tool (Service Now/ Jira) to log and

manage incidents and requests.
- Working experience in SLA driven environment
- Excellent customer-service skills, telephone manner and written communication.

• Desirable Skills:
- Experience using AI chatbots (like ServiceNow Virtual Agent or Copilot

Studio),
- Familiarity with Microsoft Copilot
- ITIL foundation awareness of incident, request, and problem

management.
- Experience in PCI DSS / regulated environments and awareness of

responsible AI use.

📌 IT Service Desk required on STL Payroll For UK Client (Bengaluru)
🏢 STL Digital
📍 Bengaluru