Global Service Desk Analyst I

Global Service Desk Analyst I

Location: Bengaluru, India

Department: Information Technology

Machinify builds the AI operating system for healthcare payment intelligence, combining the minds of industry experts with the power of technology. US healthcare wastes billions of dollars a year inside the claims payment workflow, and Machinify has built a platform to fix that, backed by more than 40 years of payment integrity expertise and a product suite spanning the full claims lifecycle from pre-pay through post-pay. Today, 85+ customers rely on us, including 18 of the top 20 US health plans, covering more than 270 million member lives across commercial, Medicare, and Medicaid. We process over 3 petabytes of claims data and return more than $6 billion in savings and recoveries to our customers every year, with 99% customer retention.

We're now opening a new hub in Bengaluru that isn't a satellite office or a support function: it's a genuine extension of one global Machinify, where local leaders run real teams and own real product and outcomes. The problems our teams solve are hard by design, which is exactly why they haven't been solved before, and why the work is worth doing. Joining now means building Machinify's India presence- its people, culture, and way of working- from the ground up, with real influence over what gets built and how.

The Global Service Desk Analyst serves as the first point of contact for employees seeking technical support. This role is responsible for delivering outstanding customer service, resolving technology issues, and ensuring timely ticket management using IT Service Management (ITSM) best practices.

The ideal candidate is customer-focused, technically proficient, and motivated to support a fast-paced, technology-driven environment while partnering with global IT teams.

Machinify's Global Service Desk is a strategic extension of the Global IT organization, providing follow-the-sun support to employees across North America and India. Analysts are expected to take ownership of incidents, leverage AI-enabled tools, and collaborate closely with Infrastructure, Security, Identity, Endpoint Engineering, and Enterprise Applications teams to deliver exceptional service.

• Serve as the first point of contact for IT incidents, service requests, and support inquiries.
• Log, categorize, prioritize, and route tickets according to established ITSM processes.
• Troubleshoot and resolve hardware, software, account access, and application-related issues.
• Support Windows, macOS, Microsoft 365, mobile devices, printers, and collaboration platforms.
• Perform password resets, account unlocks, MFA troubleshooting, and basic identity management tasks.
• Meet established SLA targets for response, communication, and resolution.
• Escalate incidents to specialized support teams when required.
• Maintain accurate ticket documentation, knowledge articles, and support records.
• Promote self-service resources and knowledge management practices.
• Participate in continuous improvement, automation, and AI-driven support initiatives.
• Collaborate with global IT teams to ensure consistent service delivery and an exceptional employee experience.

Required

• Windows 10/11 support and troubleshooting
• macOS support and troubleshooting
• Microsoft 365 (Outlook, Teams, OneDrive, Office Applications)
• Active Directory and Microsoft Entra ID fundamentals
• Password management, MFA, and identity access support
• ITSM platforms such as ServiceNow, Freshservice, Jira Service Management, or equivalent
• Basic networking concepts including DNS, DHCP, VPN, and Wi-Fi troubleshooting
• Mobile device support (iOS and Android)
• Slack, Teams, and enterprise collaboration tools
• Knowledge base and documentation management

Preferred

• Microsoft Intune
• JAMF Pro
• Okta
• Google Workspace
• AI tools such as Claude, Copilot, ChatGPT, or similar productivity platforms

Required

• 2-4 years of experience in an IT Service Desk, Help Desk, Technical Support, or related customer support role.
• Experience supporting users in a corporate environment.
• Strong verbal and written English communication skills.
• Excellent customer service, troubleshooting, and problem-solving abilities.
• Ability to work independently while collaborating effectively within a global team.
• Strong attention to detail and commitment to service quality.

Preferred

• Associate's degree or a Technical Diploma in information technology, Computer Science, or a related field.
• ITIL Foundation certification or equivalent ITSM knowledge.
• Experience working within a global support organization.
• Exposure to AI-powered support tools, automation, or virtual agent technologies.

• Support a global workforce across multiple time zones, including India and the United States.
• Participate in rotational shifts, including evenings, weekends, and holidays as business needs require.
• Support multiple service channels including phone, chat, Slack, email, self-service portal, and virtual agent platforms.
• Participate in major incident and escalation activities when required.
• Maintain high standards for ticket quality, documentation accuracy, and customer satisfaction.
• Ensure appropriate ticket ownership, communication, and handoff between shifts.

Machinify is committed to providing equal employment opportunities and fostering an inclusive workplace. Employment decisions are based on business needs, job requirements, and individual qualifications, without discrimination on any status protected under applicable law. If you require a reasonable accommodation to complete any part of the application or recruitment process, please let our recruiting team know.