Role: Service Desk Analyst
Experience: 2-3 years
Work Mode: REMOTE

JD:
Responsibilities
- Provide white-glove, End User Service Desk Support via phone, email, SMS, and chat.
- Manage an open ticket queue including Incidents, Requests, Tasks and Changes across multiple ticketing systems such as ServiceNow, FreshService and Zendesk.
- Document all incoming and outgoing communications with all customers, including daily ticket follow-ups in the respective ticketing system.
- Perform resets in systems such as Active Directory, Entra, Office 365 Admin and Okta.
- Perform uninstall/reinstall of approved software applications to devices.
- Provide support for Multifactor Authentication, SSO Applications and VPN technologies.
- Support various industry standard applications such as Veeva.
- Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
- Administer Office 365 including Distribution List (DL) Management and Shared Mailbox support.
- Manage Adobe license administration and user provisioning.




- Perform Okta administration including user lifecycle management and application assignments.
- Manage SharePoint access including permissions, site access, and group membership.
Onboarding and offboarding of clients employee via AD, Entra, or other supplied software

Required Skills
- CompTIA A+ certification or equivalent.
- 2–3 years of progressive experience in a Technical Support role with an MSP or call center IT support setting.
- 1+ year Mac OS experience.
- 1+ year of supporting VIP or C level executives
- Understand of the ITIL framework
- Experience supporting Microsoft 365 applications and M365 Admin
- Experience with Microsoft SharePoint from and access management
- Experience with Active Directory and Microsoft Entra.
- Experience with ServiceNow ticketing system;
additional ticketing systems are a plus.
- Experience with remote access tools such as ConnectWise. Additional remote tools are a

📌 Service Desk Analyst (India)
🏢 Talentgigs
📍 India