Location: Hyderabad, India (GCC)

Employment Type: Full time

Experience: 2–5 years

About pharma&pharma;& is a privately owned global pharmaceutical company headquartered in Vienna, Austria. We focus on breathing current life into proven medicines, preserving their availability, and ensuring essential treatments reach patients worldwide.

With a growing portfolio across hematology, oncology, and other therapeutic areas, we operate through a global network of subsidiaries, joint ventures, and partners to support development, manufacturing, and access.

About the RoleWe are looking for an IT Support Analyst to join our growing Global Capability Centre (GCC) in Hyderabad.

In this role, you will provide day-to-day IT support to colleagues across our global organisation, helping resolve technical issues, manage service desk tickets and ensure employees have the equipment, systems and access they need to work effectively.

You will work closely with our international IT team, supporting users across multiple countries and time zones. The role covers a broad range of IT activities, including troubleshooting, Microsoft 365 support, user account administration, device provisioning, onboarding and offboarding, and IT asset management.

We are looking for someone who enjoys solving problems, takes ownership of issues and can provide a professional and responsive service to colleagues.

Key ResponsibilitiesIT Service Desk & User Support

- Manage and resolve IT support requests through our centralised ticketing system, Freshservice.
- Provide Level 1 and Level 2 technical support to users across different countries and locations.
- Troubleshoot Windows laptops, Microsoft 365 applications, email, connectivity, VPN, printers and other workplace technology.
- Investigate incidents, identify root causes and escalate more complex issues to the appropriate technical teams or external providers.
- Prioritise support requests based on business impact, urgency and agreed service levels.
- Maintain accurate ticket records, document resolutions and follow up with users to ensure issues are resolved.

Microsoft 365 & User Administration

- Provide day-to-day support for Microsoft Outlook, Teams, OneDrive, SharePoint and other Microsoft 365 applications.
- Assist with user account creation, access changes, password resets, multifactor authentication and licence assignments.




- Support routine administration activities within Microsoft Entra ID and Microsoft 365, following established procedures and access controls.
- Troubleshoot common authentication, email and application access issues.
- Escalate advanced Microsoft 365 configuration or security issues to the relevant administrators.

Device Management & IT Operations

- Prepare, configure and deploy Windows laptops and other IT equipment for new and existing employees.
- Support Microsoft Intune device enrolment, configuration, compliance checks and troubleshooting.
- Assist with software installation, device updates and standard endpoint maintenance.
- Coordinate hardware replacements, repairs, procurement and deliveries with vendors and local colleagues.
- Maintain accurate records of laptops, mobile devices, accessories and other IT assets.
- Support equipment recovery, access removal and device reassignment during employee offboarding.

Employee Onboarding & Offboarding

- Coordinate with HR, hiring managers and IT colleagues to prepare accounts, equipment and access for new starters.
- Verify approved employee information and requirements before provisioning accounts or devices.
- Ensure new employees receive their IT equipment and necessary access in a timely manner.
- Carry out IT offboarding tasks, including account deactivation, access removal, licence recovery and equipment collection.
- Help identify opportunities to improve and standardise onboarding and offboarding processes.

IT Processes & Continuous Improvement

- Maintain IT support documentation, troubleshooting guides and knowledge base articles.
- Support routine operational checks and recurring IT administration tasks.
- Follow established IT security policies, procedures and change management requirements.
- Assist with identifying recurring technical issues and recommending practical improvements.
- Work collaboratively with infrastructure, Microsoft 365 and cybersecurity colleagues to resolve issues and improve service quality.




- Support the continued development of a reliable, consistent and well-documented global IT support function.

Required Skills & Experience
- Approximately 2–5 years of experience in IT support, service desk, desktop support or a similar role.
- Strong troubleshooting experience with Windows 10/11 and Microsoft 365 applications.
- Practical experience supporting Outlook, Teams, OneDrive and SharePoint.
- Experience with Microsoft Entra ID (Azure AD), including basic user and access administration.
- Familiarity with Microsoft Intune or a similar endpoint management platform.
- Experience working with IT service management or ticketing systems such as Freshservice, ServiceNow or Jira Service Management.
- Understanding of basic networking concepts, including DNS, DHCP, TCP/IP, Wi-Fi and VPN connectivity.
- Experience preparing, configuring and troubleshooting laptops and workplace devices.
- Good understanding of IT security fundamentals, including MFA, access management and endpoint protection.
- Strong English communication skills, both written and verbal.
- Ability to work independently, manage multiple requests and communicate effectively with non-technical users.

Desirable Skills
- Experience providing remote IT support to users across multiple countries.
- Previous experience working within a global organisation or shared services environment.
- Knowledge of ITIL principles and service management best practices.
- Experience with Microsoft Autopilot and Windows device deployment.
- Familiarity with Apple devices, mobile device management or Apple Business Manager.
- Exposure to PowerShell scripting or basic IT support automation.
- Previous experience in pharmaceutical, life sciences or another regulated industry.
- Familiarity with IT asset management, documentation and operational compliance requirements.

What We're Looking ForWe are looking for a practical, dependable and service-minded IT professional who takes ownership of problems and follows them through to resolution.

You should be comfortable dealing directly with users, working with colleagues in different countries and balancing multiple priorities.

This is an opportunity to join a growing global IT function, gain exposure to a broad range of technologies and contribute to improving the way IT services are delivered across pharma&.

📌 IT Support Analyst – Service Desk & End-User Support (Hyderabad)
🏢 pharmau0026
📍 Hyderabad