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 skilled 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 tasks such as creating users and groups, managing group membership, and supporting access-related requests.

· Promote information security awareness by following company security policies, protecting company systems and data, and escalating potential security concerns as appropriate.

· Review and prioritize all P1/urgent tickets created that day and assigned by the USA team, then hand over any P1/urgent tickets received during the shift to the UK Service Desk.

· Perform other job duties as assigned.

· Ensured compliance with policies, SLAs and ITIL best practices.

Technical Skills

- User account management (JML)
- Basic knowledge of TCP/IP, LAN, and WAN network topology and design
- Active Directory (create, modify, disable users & groups)
- Microsoft 365 / Exchange (mailboxes, access)
- Identity & Access Management (IAM) principles
- Ticketing systems
- Basic Windows OS & application support
- Hardware & asset management (laptops, peripherals) life cycle

Soft Skills

- Clear communication (technical & non-technical users)




- Attention to detail (critical for access control)
- Time management & prioritization
- Customer service mindset
- Problem-solving & troubleshooting
- Ability to follow processes accurately

Qualifications

- ITIL® 4 Foundation
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft 365 Fundamentals (MS-900)
- Service Desk & Support Certifications
- CompTIA A+
- CompTIA ITF+
- Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
- Microsoft Certified: Identity and Access Administrator Associate (SC-300)

About EMR

EMR is a global leader in sustainable materials with physical operations in the UK, USA, Germany and the Netherlands having over 4000+ global employees. We have an internal IT team based in India, UK and USA.

Our core business is the recycling of metal and plastics from a range of public, commercial and industrial waste streams. Our recycling activities generate around 10 million tonnes of sustainable materials every year, saving over 10 million tonnes of CO2 compared to using virgin alternatives. Our customers include some of the world’s largest steel and car manufacturers as we are a critical part of the global metal supply chain.

As a world-leading metal and plastics recycler, our mission is to have great people serving our customers with dependable recycling solutions. EMR is still privately owned, with family values at its core. It’s a place where we care about our people, our customers, our workplace and our communities. We offer diverse and exciting career opportunities where individuals can make a difference and are recognized and rewarded for their hard work.



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