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Global Service Desk Analyst

Global Service Desk Analyst

ConfidentialPune, India
17 days ago
Job description
  • Key duties and responsibilities
  • Serve as the single point of contact for end-user ICT requests and support issues, responding via email, portal, and telephone within agreed targets.
  • Log, assign, and track IT requests in ServiceNow, performing troubleshooting and initial diagnostics (including remote access to end-user devices) and escalating to internal teams or vendors when required.
  • Communicate clearly and politely with users, keeping them informed of ticket progress and resolutions at all times.
  • Follow ITIL-based SOPs for incident, request, and problem management to ensure consistency and compliance.
  • Manage user account lifecycle (creation, modification, deletion) across on-prem Active Directory, Azure AD / Entra, FTP, file shares, and email accounts, including cleanup projects.
  • Provide Office 365 and Exchange Admin Center support, including mailbox, distribution list, and policy management.
  • Administer and support Windows 365 Cloud PCs and ensure seamless provisioning and access.
  • Deliver end-to-end support across applications, infrastructure, and end-user devices, including Microsoft Outlook and enterprise tools.
  • Troubleshoot and resolve LAN / WAN connectivity issues to maintain secure and reliable access.
  • Conduct audits, access reviews, and compliance checks in alignment with security and organizational standards.
  • Document and maintain Standard Operating Procedures (SOPs) for IT support and access management.
  • Highlight and report major IT issues and risks to the Service Manager in a timely manner.
  • Research, test, and implement new tools or systems to improve IT service efficiency and user experience.

    • Experience and skills

    • 2–3 years' experience in IT support, global service desk, or IT operations within multinational environments.
    • Bachelor's degree or equivalent qualification in a computer-related discipline.
    • Industry-recognized certifications (CompTIA A+ / Network+ / Server+, CCNA, Microsoft Azure / Windows / O365) highly desirable.
    • Proven expertise in Active Directory (on-prem) and Azure AD / Entra, including user lifecycle management, file share permissions, and access governance.
    • Strong hands-on experience with Microsoft 365 administration (O365, Exchange Admin Center, Windows 365 Cloud PC, Teams, Outlook) and enterprise collaboration platforms.
    • Working knowledge of Citrix XenDesktop / XenApp, Remote Desktop Services (RDS), Windows Virtual Desktop, and cloud / virtualized environments (Azure, AWS).
    • Skilled in troubleshooting Windows 10 / 11 desktops, LAN / WAN connectivity, and endpoint issues across diverse infrastructures.
    • Proficiency with ITSM / ticketing platforms such as ServiceNow or equivalent tools.
    • Solid understanding of ITIL service management principles with experience in creating, maintaining, and improving SOPs and documentation.
    • Demonstrated success in customer support for global service desks, managing requests via phone, email, and portals.
    • Excellent English communication skills (written and verbal) with strong interpersonal, listening, and problem-solving abilities.
    • Ability to work independently under pressure, prioritize effectively, and meet SLA targets consistently.
    • Flexible to support a 24 / 7 shift-based environment, including weekends.
    • Basic familiarity with physical networking components (switches, routers, cabling) is an advantage.

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      Skills Required

      Servicenow, Active Directory, Office 365, Itil, Remote Desktop Services, Citrix Xendesktop, Azure, Aws

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    Service Desk Analyst • Pune, India