About the role
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Working as a member of the Service Desk team within the L3P Customer Service Division, the successful candidate will provide essential service desk support that underpins Idox’s operations. They will take ownership of support requests, fully investigate, and effectively progress the incident to the point of satisfactory resolution whilst keeping all customers up to date on progress. They will ensure that all incident records are accurately logged and fully completed with adherence to service level agreements, internal operational processes and procedures. The candidate will be required to continuously develop their skills and knowledge, taking full advantage of guidance and mentorship from team members, to enhance delivery of service.
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This role is pivotal,



not only in maintaining high-quality support and service delivery, but also in driving continuous improvement and innovation across the function. You’ll have the opportunity to lead or participate in optimising existing processes, and champion best practices that improve efficiency, customer satisfaction, and long-term sustainability.
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This is a fantastic opportunity for an experienced, ambitious support qualified who is ready to take the next step in their career, contribute strategically and grow with an organisation that values initiative, insight and integrity.

Please find the JD here: JD - 2nd Tier Customer Support Analyst - Aug 26 v1.0.docx

📌 Senior Service Support Analyst (Pune)
🏢 IDOX Group
📍 Pune