Role: IT Service Desk Technician
Position Summary
We are looking for a motivated and experienced full-time IT Service Desk Technician who is looking to take the next step in their career in a dynamic and international business setting.
Your role will be to resolve IT issues of varying complexities, across a range of IT systems for domestic and international remote staff. You will be working collaboratively within a global IT team and will be reporting directly to the Service Desk Manager.
You will need to take ownership and full responsibility for logging and handling your work, as well as monitoring the business systems and resolving issues.
Key job responsibilities include, but and not limited to:
● Providing 1st line IT support for incidents and service requests in person or via remote support tools.
● Taking ownership and a proactive approach to ensure all incidents or service requests are resolved or closed within the agreed upon SLAs.
● Recording, tracking, and documenting the lifecycle of an incident or request within the ITSM system following ITIL best practices.
● Fixing causes,



not just symptoms, and doing what is necessary to prevent problems from recurring.
● Investigating and implementing ways of reducing calls to the Service Desk.
● Managing end-user accounts, permissions, and access rights to various technology platforms while ensuring that all InfoSec, Compliance, SOX and GDPR requirements are consistently observed.
● Providing 1st line Microsoft 365 support.
● Supporting KI’s business systems and 3rd party applications.
● Contributing to our knowledge base and writing support documentation.
● Working effectively and productively within a team and with vendors as required.
● Setting up and configuring current hardware to meet business requirements.
● Monitoring and maintaining network equipment, servers, VOIP telephony systems and AV technologies.
● Keeping peers and the Service Desk Manager informed of trends, significant problems, and unexpected delays

📌 IT Service Desk Technician (Bengaluru)
🏢 Kaplan
📍 Bengaluru