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ABL Group
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IT Service Desk Analyst

IT Service Desk Analyst

ABL Group

2 years

0 Lacs

Mumbai Metropolitan Region

Posted:14 hours ago| Platform:

Apply

Skills Required

service risk drive engineering support zones triage resolve documentation consistency writing itil cybersecurity azure server networking dhcp backup restoration sharepoint troubleshooting mimecast power autocad powershell adaptability learning empathy schedule diversity

Work Mode

On-site

Job Type

Full Time

Job Description

Be the energy behind change. Join ABL Group.ABL Group is a leading global independent energy and marine consultant working in energy and oceans to de-risk and drive the energy transition across the renewables, maritime, and oil and gas sectors. With the deepest pool of expertise across marine and engineering disciplines, we operate in more than 300 locations worldwide.We are seeking an IT Service Desk Analyst to join our dynamic team and support our mission of driving innovation and excellence in IT service delivery.

What will you be doing?

As an IT Service Desk Analyst, you will be a key member of our global Service Desk team, providing technical support and assistance to staff across multiple regions and time zones. You’ll ensure the smooth operation of IT services and deliver a high-quality customer experience, representing the Group IT & Digital team with professionalism and a problem-solving mindset.

Key Responsibilities:

Manage customer experience and expectations throughout service desk interactions
Provide support in line with service desk policies and SLAs
Triage and resolve incidents and service requests efficiently
Diagnose and troubleshoot technical issues (e.g., account setup, system configuration)
Guide users through solutions via phone, email, or chat
Escalate unresolved issues to internal teams
Maintain accurate documentation of customer interactions
Install, configure, and support Windows OS and business applications
Coordinate with external vendors when necessary
Promote IT products and services
Ensure consistency by following established processes and procedures

What are we looking for?

We’re looking for someone who thrives in a fast-paced, international environment and is passionate about delivering exceptional IT support.

Qualifications:

Essential:

Excellent English speaking and writing skills

Desirable:

ITIL Foundation or above
SDI Service Desk Analyst
AZ-900, MS-900, CompTIA A+, ISC2 Certified in Cybersecurity

Essential:

Work Experience:

Minimum 2 years in an IT Service Desk environment
Familiarity with ITIL or other ITSM standards

Essential:

Technical Skills:

Advanced Windows OS knowledge
Microsoft 365, Azure AD/Entra ID, Intune, Office Suite, Teams, OneDrive
Windows Server administration
Networking fundamentals (DHCP, DNS, VPNs, etc.)
Backup/restoration, AV equipment, SharePoint Online, hardware troubleshooting

Desirable:

Mimecast, AvePoint, Power Platform
AutoCAD and other engineering tools
Azure Virtual Desktop, PowerShell

Essential:

Behavioural Traits:

Adaptability, quick learning, multitasking
Patience, empathy, problem-solving
Strong customer service ethos and team spirit
Calm under pressure, self-motivated, analytical
Ability to communicate with technical and non-technical colleagues

Further information

Ability to work on a rotating shift schedule (06:00–14:00, 14:00–22:00, 22:00–06:00)
Availability to work on public holidays when required
Must be able to commute to our office in Govandi East, Mumbai

You can learn more about our team and what we do here: https://abl-group.com/
For your application to be taken into consideration, please be advised, that you must submit your application via the link provided on this page.
We look forward to receiving your application.
At ABL Group, we are committed to building a diverse, equitable, and inclusive workplace where everyone feels respected, valued, and empowered to thrive, regardless of background, identity, or role. As a global company, we believe that diversity drives innovation and inclusion strengthens our teams. We support flexible working, accessible environments, and employee wellbeing. Even if your experience doesn’t match every requirement, we encourage you to apply—your unique perspective could be just what we need.

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IT Service Desk Analyst

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

What will you be doing?

Key Responsibilities:

What are we looking for?

Qualifications:

Desirable:

Essential:

Essential:

Desirable:

Essential:

Further information

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