Service Desk Analyst

Location: Bengaluru

Come join our growing team to deliver amazing technology support experiences that fuel the vision of Dynamic Work for our employees. As a Service Desk Analyst, you will focus on delivering world-class technology support for both our employees and our work spaces, driven by the importance of the overall technology experience.

This role centers on swift resolution of employee IT issues and driving proactive improvements, all while maintaining a strong commitment to a customer-first approach. As part of a team dedicated to transforming the future of work, this position is challenging yet highly rewarding and engaging. We tackle complex problems, rely on data-driven decision-making, and prioritize the overall employee experience in everything we do.

As a member of our globally distributed remote and onsite IT support team, you will be the primary link for our internal customers. Your core responsibility is to provide essential Service Desk support to employees, which includes troubleshooting via Slack, Zoom, or Email, as well as managing and escalating high-priority incidents and concerns. Furthermore, you will contribute to employee productivity by sharing knowledge and guiding them in the effective use of technology.

You will have a security first mindset and let policies guide how you work with our customers. You will be a strong advocate for our employees, learning and understanding their technology challenges and championing change with our technology solutions that makes it easier to get our best work done.

The successful Service Desk Analyst is expected to possess a strong grasp and proven capability in resolving issues across various technologies. This includes proficiency with hardware (Apple/Windows), mobile devices, networks, and operating systems, as well as common internet and SaaS applications (browsers, Slack, Google Workspace, Office, Okta).. The ideal candidate will also have great attention to detail and will be comfortable working independently in a fast-paced environment.

Our goal is to make sure that our customers have an amazing technology experience and that they have everything they need to be successful.

Job Duties and Responsibilities:

- Deliver an exceptional customer support experience to all employees and contractors. This position necessitates a 24/7 commitment, requiring flexibility to work across various shifts, including nights, weekends, and public holidays.
- Strive to achieve first-contact resolution for all employee support interactions whenever feasible. Diligently and proactively manage competing priorities within a high-velocity environment.
- Connect with employees via Slack and Zoom to provide real time troubleshooting support, along with providing a superior transfer of support experience as needed.
- Strong focus towards developing technical skills and knowledge in order to deliver resolution through first contact.
- Identify opportunities for improvement for internal processes to enable success across our team.
- Support key Employee Lifecycle processes (onboarding and offboarding) and support provisioning and deprovisioning of applications.
- Strong demonstrated written and verbal communication skills. Ability to communicate policies and technical processes with customers of all levels.
- Actively contributes to team knowledge by documenting newly found solutions for common issues and proactively shares information with the team.
- Use JIRA to manage support requests and incident tickets daily.

Minimum REQUIRED Knowledge, Skills, and Abilities:

- 3-5 years supporting internal or external customers in a Global IT Service Desk environment.
- 3-5 years experience supporting Mac and Windows devices
- 3-5 years managing user and role-based access in a predominantly SaaS-based environment.
- Familiarity with or demonstrated experience in supporting video conferencing systems is desired.
- We are seeking a candidate who possesses an ITIL mindset and can contribute positively to the team's success.
- The ideal candidate should be proficient in troubleshooting Windows and Mac platforms, leveraging their expertise in Jamf and Intune.
- It would be advantageous if the candidate has Proficiency in scripting languages such as Bash or Python for automation tasks related to Jamf is highly desirable (not mandate, but good to have).
- The candidate should also demonstrate strong problem-solving skills and the ability to work independently and collaboratively within a team environment.
- Experience supporting high priority escalations and high-pressure situations
- Strong ability to prioritize multiple tasks to ensure support for your customers and team

Additional skills or certifications a plus:

- Okta
- Google Suite
- JAMF
- Intune
- Atlassian Suite
- Slack
- O365
- Zoom