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Technical Service Desk Analyst (L1), Industrial Automation Support, 24x7

- Location: Indore (on-site)
- Employment: Full-time, permanent
- Shifts: 24x7 rotating, 12-hour shifts (4 days on, 4 days off), including nights, weekends and public holidays
- Timing: Training starts December 2026 and the service goes live in January 2027, subject to final confirmation

About the role

Globarise 360 is hiring a 24x7 Technical Service Desk that acts as the single point of contact for its customer sites. You will be the first voice customers hear when something on their site stops or slows down.

What you will do

- Answer calls and emails professionally and log every contact in the ticketing tool, accurately and on time.
- Listen with empathy, stay calm under pressure and set clear expectations on next steps.
- Set the right priority and follow the triage guide and knowledge base to diagnose issues, including reading system alarms.
- Fix issues at first contact where a documented fix exists, using approved remote-access tools within your permissions.
- Escalate unresolved issues to the right engineering or vendor team with a clear hand-off, and chase them until the issue is closed.
- Own each ticket until the customer confirms resolution.
- Help raise and coordinate major incidents, and suggest improvements to the knowledge base.
- Follow security and data protection rules. Never advise anyone to bypass a safety device, and escalate safety-related reports immediately.

What we are looking for





- At least 2 years in a service desk, technical support or contact centre role handling inbound calls.
- Excellent spoken and written English.
- Experience logging and managing tickets in a tool such as ServiceNow, ManageEngine, Jira Service Management or Freshservice.
- Solid IT basics: Windows, basic networking (IP addressing, connectivity checks) and remote-access tools.
- A logical, methodical approach to troubleshooting and the discipline to follow a process.
- Curiosity and a real interest in industrial automation. We will teach you the technology.
- Willingness to work 24x7 rotating shifts.

Good to have

- Exposure to PLCs (Siemens or Allen-Bradley), conveyors or robots, warehouse control or management systems, or ERP integrations.
- Basic SQL.
- A background in manufacturing, logistics or food operations.
- ITIL 4 Foundation (or willingness to complete it within 6 months).

Qualifications A degree, diploma or apprenticeship in IT, electrical, electronics, mechatronics or automation, or equivalent practical experience.

What you will get

- Structured onboarding and training led by the client, with shadowing before you take live contacts.
- Hands-on exposure to up-to-date warehouse automation.
- A stable full-time, permanent role in a new global service desk.

How to apply

- Apply through this listing or email your CV to [email protected] with the subject "L1 Analyst, Indore". Globarise 360 never charges candidates any fee.

📌 Technical Service Desk Analyst (Indore)
🏢 Globarise360
📍 Indore