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 (Gurugram)
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📍 Gurugram