Service Desk Analyst

Position Summary:

Service Desk Analysts - D365

Key Responsibilities:

• Act as the first point of contact for users, providing 24/7 support on IT incidents, requests, and queries related to Microsoft Dynamics 365 (D365).
• Perform initial triage, troubleshooting, and resolution for D365 issues (Finance, Supply Chain, Procurement, Sales, etc.) before escalating to higher support tiers.
• Manage and log incidents/service requests in the ITSM tool with accurate categorization, prioritization, and documentation.
• Ensure timely

  first response

  and continuous communication with end users until resolution/closure.
• Provide guidance to users on D365 functionality, navigation, and standard operating procedures.
• Monitor system alerts, scheduled jobs, and integrations impacting D365 performance and escalate where required.
• Collaborate with Application Support, Infrastructure, and ERP teams to ensure seamless resolution of complex D365 issues.
• Maintain updated

  Knowledge Base articles

  and troubleshooting guides to improve first-call resolution.
• Adhere to ITIL practices (Incident, Request, Problem, Change Management) ensuring SLA/OLA compliance.
• Support user access management (role assignments, password resets, environment access requests) for D365.
• Identify recurring issues and suggest improvements or automation opportunities.
• Provide handover notes and updates during shift transitions in the 24/7 support model.
• Participate in training and knowledge-sharing sessions to continuously build technical skills.

Educational Background:

Bachelor’s degree in computer science, Information Technology, Electronics, or any related field.

Experience:

2 year of experience in IT support or customer service roles

Technical Skills:

• Basic understanding of computer hardware, Windows OS, MS Office, and networking fundamentals.
• Familiarity with concepts like VPN, email support, and password resets is a plus.
• Basic experience of D365 modules like Finance, Supply Chain, Customer Engagement (CRM), HR, etc.

Soft Skills:

• Strong verbal and written communication skills in English.
• Customer-focused mindset with a willingness to learn and grow.
• Problem-solving ability and a positive, team-oriented attitude.

Additional Requirements:

• Willingness to work in

  rotational shifts (24x7)

  , including nights, weekends, and holidays.

• Own transportation

  is required due to shift timings and onsite work.
• Basic knowledge of ITIL or experience with ticketing tools (e.g., ServiceNow, Jira or Manage Engine) is a plus but not mandatory.
• Ability to follow standard operating procedures (SOPs) and document solutions.
• Good time management skills and ability to multitask in a fast-paced environment.
• Enthusiasm for learning new technologies and continuous self-improvement.

Shift Timings:

09:00AM – 06:00PM (Morning) IST

05:00PM – 02:00AM (Late Afternoon) IST

12:00AM – 09:00AM (Evening) IST

24x7 Global IT Support Coverage

• All team members are expected to work in rotational shifts to ensure seamless round-the-clock support for our global operations. This includes coverage during weekends, public holidays, and off-business hours.

Monthly Shift Rotation

• Shifts will rotate monthly to promote team fairness and prevent fatigue or burnout. Rotations will be pre-communicated and planned to ensure business continuity and work-life balance.

Guaranteed Weekly Time Off

• Each analyst will receive two weekly off days, scheduled in compliance with local labour laws and team requirements. Off-days may fall on weekdays depending on the rotational shift schedule.

Night Shift Allowance & Transportation Support

• Provision of night shift allowance and transportation support is subject to local labour laws and will be determined by HR in accordance with compliance and policy.

Shift Handover Protocols

• Proper documentation and verbal handovers between shifts are mandatory to ensure smooth transition of responsibilities and avoid service gaps.