Global Service Desk Analyst II
Location: Bengaluru, India
Department: Information Technology
About Machinify
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.
About the Role
The Global Service Desk Analyst II provides advanced technical support for complex incidents and service requests across Machinify's global workforce. This role serves as a technical escalation point for Level 1 analysts and partners closely with Infrastructure, Security, Endpoint Engineering, Identity & Access Management, and Enterprise Applications teams to drive rapid resolution of employee technology issues.
The successful candidate combines strong technical troubleshooting skills with a customer-first mindset and is passionate about process improvement, automation, and leveraging AI-enabled tools to improve operational efficiency.
Machinify's Bengaluru Service Desk is a strategic extension of the Global IT organization, providing follow-the-sun support for employees across North America and India. Service Desk Analysts are empowered to take ownership of complex issues, drive incidents through resolution, contribute to knowledge management, and continuously improve the employee support experience through automation and AI-driven solutions.
What You Will Own
Advanced Technical Support
- Provide support to all onsite support issues.
- Provide Level 2 support for escalated incidents and service requests.
- Troubleshoot complex issues related to endpoints, identity services, enterprise applications, collaboration platforms, and cloud services.
- Support Windows, macOS, mobile devices, Microsoft 365, Google Workspace, Slack, and enterprise SaaS applications.
- Diagnose hardware, software, networking, and access-related problems that require advanced troubleshooting.
- Resolve issues involving authentication, MFA, conditional access, account provisioning, and access management.
- Support executive and VIP users with a high level of professionalism and urgency.
Incident & Service Request Management
- Own incidents through resolution while ensuring timely communication and documentation.
- Perform root cause analysis on recurring issues and recommend corrective actions.
- Coordinate with engineering and platform teams during major incidents.
- Ensure adherence to established SLAs, OLAs, and operational procedures.
- Lead technical investigations and provide detailed troubleshooting documentation.
Operational Excellence
- Contribute to knowledge base development and process documentation.
- Identify opportunities for automation and workflow optimization.
- Participate in service improvement initiatives and problem management activities.
- Assist with testing and validation of new tools, technologies, and releases.
- Support asset lifecycle activities, software deployments, and endpoint management initiatives.
Leadership & Mentoring
- Provide technical guidance and coaching to Level 1 Service Desk Analysts.
- Assist with onboarding and training of new global team members.
- Promote best practices for troubleshooting, documentation, and customer service.
- Act as a subject matter expert within designated technology areas.
Technical Skills
Required
- Advanced troubleshooting of Windows 10/11 and macOS environments
- Microsoft 365 administration and support
- Microsoft Entra ID (Azure AD) and Active Directory
- MFA, SSO, Conditional Access, and Identity Management
- ServiceNow or equivalent ITSM platform
- Slack, Teams, Zoom, and collaboration technologies
- Mobile device support (iOS and Android)
- TCP/IP networking fundamentals
- VPN, DNS, DHCP, and wireless troubleshooting
- Software deployment and application support
- ITIL Incident, Request, Problem, and Knowledge Management
Preferred
- Microsoft Intune administration
- JAMF Pro administration
- Okta administration
- Google Workspace administration
- PowerShell scripting
- Endpoint security and compliance tools
- SaaS application administration
- AI tools such as Claude, Microsoft Copilot, ChatGPT, and AI-powered support platforms
- Automation technologies and workflow orchestration
Qualifications
Required
- 4-7 years of experience in IT Service Desk, Desktop Support, Technical Support, or End User Computing roles.
- Experience serving as a Level 2 support resource or technical escalation point.
- Strong troubleshooting skills across endpoint, application, and identity platforms.
- Experience supporting enterprise SaaS environments.
- Strong verbal and written English communication skills.
- Excellent customer service and stakeholder management abilities.
- Ability to work independently while managing multiple priorities.
Preferred
- Bachelor's degree in information technology, Computer Science, or related field.
- ITIL Foundation Certification.
- Microsoft, Okta, JAMF, Google Workspace, or Security certifications.
- Experience supporting distributed and hybrid workforces.
- Experience within a healthcare, technology, or SaaS organization.
- Experience with AI-powered support platforms and automation initiatives.
Shift Coverage & Support Expectations
- Support a global workforce across multiple time zones, including North America and India.
- Participate in rotational shifts, weekend coverage, and major incident response activities as required.
- Provide support through multiple channels including phone, Slack, chat, email, and self-service portals.
- Act as an escalation resource for Level 1 analysts during assigned shifts.
- Maintain high standards for customer satisfaction, technical quality, and ticket documentation.
- Ensure effective shift transitions and detailed handoff communication.
Key Performance Indicators (KPIs)
- SLA and escalation compliance
- First-contact and Level 2 resolution rates
- Customer Satisfaction (CSAT)
- Ticket quality and documentation accuracy
- Knowledge article contribution
- Automation and process improvement contributions
- Major incident participation and resolution effectiveness
- Coaching and mentoring effectiveness
Equal Employment Opportunity at Machinify
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.
