About the Role We are seeking a customer-focused Service Desk Analyst to join our Global Service Desk team. Supporting over 1,500 users globally, you will act as the first point of contact for IT-related issues, ensuring timely resolution of incidents and service requests while delivering an exceptional user experience. This role operates within a rotating shift pattern covering a 24x5 global support model with plans to move to 24x7 support.

Key Responsibilities
Incident & Ticket Management:
Act as the first point of contact for users via phone, email, ticketing systems and face-to-face interactions.
Log, prioritize, troubleshoot, resolve or appropriately escalate incidents and service requests.
Take ownership of tickets and ensure they are resolved within agreed SLA's.
Follow Incident Management processes, ensuring accurate documentation and timely closure of tickets.
Escalate business-critical issues to relevant support teams when required.
User Support & Onboarding:
Guide users through troubleshooting steps and provide regular updates until resolution.
Manage user onboarding and offboarding activities including account setup and access management.
Configure and deploy hardware and software for new and existing users.
Support a wide range of business functions including IT, Application Support, Facilities and Travel.
Service Excellence:




Deliver high-quality customer service and maintain strong relationships with internal stakeholders.
Participate in a rotating global shift schedule to support users across multiple regions and time zones.
Contribute to service improvements, process enhancements and knowledge sharing.
Prepare activity reports and participate in regular team reviews and meetings.

Skills & Experience
Technical:
Working knowledge of help desk/ticketing software and remote-control tools.
Windows 10/11 and macOS (OS X) support.
Microsoft 365 including strong core Office skills (Excel in particular).
Basic SharePoint and OneDrive management.
Microsoft Entra ID (Azure AD) and Active Directory Domain Services (AD DS).
Advanced troubleshooting and diagnostic skills.
Professional:
Proficiency in English with strong written and verbal communication
Robust client-facing and customer service orientation
Ability to priorities, multi-task and complete tasks to the end
Good organizational and relationship-building skills
Flexibility to work 24-hour shift patterns
Desired Skills:
Proven experience in a Service Desk/Help Desk role
ITIL knowledge (ITIL Foundation certification is an advantage)
Experience supporting users across multiple countries and time zones
A service-driven attitude and willingness to go beyond first-line fixes.

📌 Support Analyst, 1st Line Support, Service Desk Analyst, (Mumbai)
🏢 IMS People
📍 Mumbai