Department: Tech - IT
Location: Gurugram, India

Description

About the role:

We have an excellent prospect to join our newly established IT Service Desk Team, supporting internal colleagues at Aurora, a highly successful energy analytics consultancy. This is an office-based position located in our Gurugram office, working shifts as part of the Service Desk Team to provide 24x5 rotational global support.
To succeed in this role, you’ll need minimum of 5 years of global technical support hands on experience, delivering solutions across diverse IT environments and ensuring high customer satisfaction. Key technologies include Windows 11, Microsoft 365, MS Teams, Intune, account administration tools (e.g., Entra, SharePoint), and general hardware/software troubleshooting.

We’re looking for someone who is resourceful, adaptable, and an excellent communicator (essential for this role) who can quickly diagnose and resolve technical issues while working effectively with colleagues across multiple teams and global locations.

Key Responsibilities





• Triage and categories IT Support tickets (Incidents, Service Request, etc.) responding to and resolving tickets within SLA
• Manage and escalate major incidents, ensuring timely communication and resolution
• Perform IT administrative tasks in line with standard operating procedures (SOPs), including access and account management
• Provide remote support for end users, including troubleshooting applications and hardware issues
• Support Microsoft Teams calls and video conferencing, including investigation of call quality issues
• Carry out onboarding and offboarding tasks for employees
• Deploy and manage software, systems, and licensing (Office 365, OneDrive/SharePoint, antivirus tools)
• Contribute to the development and maintenance of IT knowledge base content for both users and IT staff
• Monitor and support site-based video conferencing equipment

Skills, Knowledge and Expertise

Required attributes:• Must be willing to

📌 IT Global Service Desk Analyst (Gurugram)
🏢 Aurora Energy Research
📍 Gurugram