Job Title: Senior IT Service Desk Support | Australian Time Zone Job Type: Full-Time | Onsite | Permanent Location: Nagpur, Maharashtra, India About the Role We are seeking an experienced and process-oriented IT Service Desk Support professional to join our team onsite. The ideal candidate will have 5+ years of hands-on experience in Level 1 & 2 IT support , along with a solid understanding of ITSM frameworks, change management processes, architecture planning, and technical documentation . This is a client-facing role , requiring strong communication skills, the ability to follow and define process-driven support methodologies, and experience in executing change and configuration management policies. Key Responsibilities Provide onsite Level 1 and Level 2 IT support for end-user devices and business-critical systems Manage incidents and service requests via a structured ticketing system Troubleshoot Windows OS, Office 365, printing, endpoint issues, and standard enterprise applications Conduct patching, updates, vulnerability handling, and basic network troubleshooting (Wi-Fi, DNS, VPN, etc.) Implement, support, and optimize ITSM processes (Incident, Problem, Change, Asset, Configuration) Participate in defining and documenting change management workflows and policies Assist in creating technical architecture , implementation plans, and deployment documentation for support-related technologies Maintain accurate IT documentation, knowledge base articles, and change logs Collaborate with internal teams and vendors to ensure consistent and reliable IT service delivery Required Qualifications 5+ years of experience in service desk or desktop support roles Strong knowledge of Windows, Active Directory, Office 365, and standard IT tools Solid understanding of ITSM concepts and tools (e.g., ServiceNow, Freshservice, ManageEngine, etc.) Practical experience with change management, documentation, and IT support architecture Excellent written documentation skills and ability to define support policies and standard operating procedures Experience with patching, endpoint management, and vulnerability remediation Ability to work during AEST/AEDT business hours Preferred Certifications ITIL v3/v4 Foundation (strongly preferred) CompTIA A+, Network+, or Security+ Microsoft Modern Desktop Administrator Associate Cisco CCNA or CEH (basic cybersecurity awareness) Important Note Only candidates who strictly meet the experience, certification, and time zone/location requirements will be considered. Applications not matching these criteria will not be reviewed. Email - info@thesecurealley.com Show more Show less