Service Desk Analyst – Senior ( 3-5 yrs), Bhubaneswar Full Time

Job Summary:
We are hiring a Service Desk Analyst – Senior with strong experience in enterprise IT support, incident management, and customer-focused technical troubleshooting. The ideal candidate should possess hands-on expertise in handling complex incidents, coordinating with technical resolver teams, and delivering high-quality frontline IT support across enterprise environments. The role requires strong communication skills, SLA management capabilities, and expertise in Microsoft 365 ecosystem and endpoint management tools.

Role & Responsibilities:
· Provide frontline technical support for incidents and service requests across multiple support channels including telephone, remote support, and ITSM tools

· Handle incident lifecycle management from initiation through resolution and confirmed closure

· Diagnose and troubleshoot technically complex issues beyond standard procedures where feasible

· Coordinate with Level 2/3 teams, vendors, and resolver groups for timely issue resolution

· Ensure incidents and service requests are logged, prioritised, categorised, and routed as per SLA processes

· Monitor SLA compliance and proactively escalate risks impacting service delivery

· Provide timely updates and communication to users, stakeholders, and technical teams

· Participate in major incident coordination and support service restoration activities

· Assist in handling VIP users, escalated incidents, and customer-critical business functions

· Translate technical issues into business-friendly communication for end users and stakeholders

· Maintain high-quality documentation for incidents, troubleshooting, and resolutions

· Create and update knowledge base articles and reusable troubleshooting documentation

· Support continuous service improvement and knowledge management initiatives

· Provide informal technical guidance and support to junior team members

· Participate in after-hours support, on-call, and rostered shift coverage as required

Technical Skills Required:
· Strong experience in Service Desk / Technical Support roles within enterprise or MSP environments

· Hands-on expertise in Microsoft 365 support and administration

· Strong knowledge of Entra ID (Azure Active Directory) and identity management

· Experience with Intune, Autopilot, endpoint management, and device administration

· Familiarity with ITSM tools such as HaloITSM or similar ticketing platforms

· Strong troubleshooting and analytical problem-solving skills

· Understanding of incident management, SLA tracking, and service restoration processes

· Experience handling major incidents and coordinating with resolver teams

· Ability to manage customer communication and expectation handling professionally

· Knowledge of remote support tools, monitoring tools, and RMM platforms

· ITIL Foundation certification preferred

· Excellent verbal and written communication skills

· Ability to work under pressure in high-priority incident environments

· Strong customer service orientation and stakeholder management capability

Pay: ₹1,000,000.00 – ₹2,000,000.00 per year

Work Location: In person