Location - Remote India - Time shift to be decided (US/UK/India)

Role Description
This is a full time remote role for a Service Desk Analyst. The Service Desk Analyst will be responsible for providing technical support to users, troubleshooting IT-related issues, and delivering outstanding customer service. Daily tasks will include responding to help desk queries, prioritizing and resolving technical incidents, and collaboratively supporting the IT team to ensure systems run efficiently. The individual will also maintain technical documentation and deliver a professional user experience.

Responsibilities
· Answer, evaluate, document, and prioritize requests for assistance from employees experiencing hardware, software, networking, telephone, access, and other technology-related issues.
· Troubleshoot and resolve incidents and service requests in accordance with Service Desk procedures, escalation paths, and SLA requirements.
· Image, configure, deploy, and support desktop and laptop equipment to company standards, ensuring proper installation of operating systems, applications,



security tools, and required configurations. . If required by the USA or UK Service Desk teams when assigned
· Communicate clearly and professionally with customers, providing status updates and appropriate follow-through until issues are resolved to satisfaction.
· Manage file and print resources and provide support for other user-based technology resources.
· Perform basic Microsoft Exchange and Microsoft 365 administration tasks, including mailbox creation, permissions management, and user support.
· Provide desktop support for Microsoft Office products and standard business applications.
· Maintain accurate ticket notes, resolutions, asset details, and knowledge base documentation for installation, configuration, deployment, and maintenance procedures.
· Set up, support, and troubleshoot mobile devices using Microsoft Intune Mobile Device Management (MDM).
· Perform Active Directory tas

📌 IT Service Desk Analyst (India)
🏢 EMR Group UK
📍 India