It Service Desk Analyst

Pitney Bowes (PBI)

1 - 3 years

5 - 9 Lacs

noida

Posted:23 hours ago| Platform:

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Skills Required

calls intune jira

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Answer and resolve/triage L1 contacts within SLA; log all details in ITSM
Troubleshoot endpoint, identity, messaging, VPN, collaboration, and printing issues
Use and contribute to Knowledge Base (KCS-aligned); follow SOPs and runbooks
Perform secure identity verification before account actions
Execute password/MFA resets; assist with device enrollment via Intune
Provide remote assistance (Quick Assist/Intune) and document steps
Escalate per matrix to EUC, Network/NOC, Messaging, and App L2 teams
Participate in P1 bridges when required; handover notes at shift end
Maintain data privacy per PB policy; ensure call recording compliance

Preferred candidate profile

Bachelors degree or equivalent experience
1–3 years in IT service desk or equivalent internships with strong aptitude
Excellent customer communication skills in English (French and German are a plus)
Strong structured troubleshooting and documentation hygiene in ITSM
Familiarity with Microsoft 365 (Outlook, Teams, OneDrive), Windows 10/11, Entra /Azure AD
Basic knowledge of Intune/Endpoint Manager, VPN/Zscaler, RingCentral
Exposure to Jira Service Management preferred Excellent oral and written communication skills

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