Service Desk Analyst

Title:

Location:

Shift Timing:

Experience Range:

• Be part of a global digital experience team driving innovation and user satisfaction.
• Work with cutting-edge technologies including Windows 11, Microsoft Surface devices, MS Office Copilot, and Generative AI.
• Collaborate with diverse teams and vendors across the globe.
• Enjoy a supportive environment that values continuous learning, professional growth, and proactive contributions.
• Flexible work timings, ensuring a healthy work-life balance.
  

Responsibilities

• Provide technical support via phone, email, chat, and remote access.
• Troubleshoot hardware, software, network, and application issues (Windows 11, MS Surface Devices, MS Office Copilot).
• Leverage Generative AI to enhance user experience and streamline support processes.
• Document incidents, manage escalations, and ensure timely resolution.
• Collaborate with internal teams and external vendors to resolve complex issues.
• Contribute to continuous improvement initiatives for service desk operations.
• Participate in training and development programs to stay updated with evolving technologies.
  

Essential

• Degree in Computer Science or related field (or equivalent experience).
• Strong communication skills and customer service orientation.
• Foundational technical skills with adaptability to new technologies.
• Familiarity with Windows 11, MS Office Copilot, MS Teams, and Generative AI.
• Ability to work independently and collaboratively with a proactive mindset.
• Strong knowledge of Microsoft 365 (M365), Exchange, Active Directory, and Entra.
• Incident management and escalation handling experience.
  

Desirable

• Prior experience in service desk or technical support roles.
• Exposure to global support environments.
• Familiarity with AI-driven support tools and digital workplace technologies.
• Continuous learner with a passion for innovation and process improvement.
• Azure Certification
  

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