Service Desk Analyst

1 week ago

Mumbai, Maharashtra, India Indicia Worldwide Full time
About usIndicia Worldwide is an insight and technology-led communications agency with global production expertise.

Why we exist:
we create new valueAt Indicia Worldwide, our philosophy is one of 'creating new value'.

We create new value at every step of the journey that a brand takes to market, by driving an increase in marketing performance and reducing costs in marketing execution.

For our clients and their customers, we are building mutually-beneficial partnerships.

We see this proposition, built around the perfect balance of efficiency and effectiveness, as pioneering, entrepreneurial and, above all else, sustainable.

Our substantial investment in our technology and data science capability, and resource, provide our differentiation in the marketplace.

Data insight and marketing technology allow us to measure our work, evidencing ROI as the most critical metric in today's environment.

We see ROI where others don't.

We are the only agency that combines creative, data and technology talent with production and procurement expertise to improve your marketing performance and efficiencies.

We realise ROI for our clients by enabling them to deliver more engaging, cost-effective and sustainable customer experiences.

As a business we draw on a rich heritage from the worlds of print, creative production, retail, data, digital, tech and creative, bringing these disciplines together to support global brands with their omnichannel marketing activation needs.

We believe in what we do. We believe this proposition makes us unique. We have the capacity to redefine the way marketing is activated for our clients across the globe. Now, and well into the future.

The output :

Improved client performance by engaging consumers with brand ideas better, faster and more cost-effectively, across every step of a brand's journey to market.


Purpose of the roleThe Global ServiceDesk Team provides excellent IT support for all business users within Indicia Worldwide and the team is made up of 6 Service Desk Analysts and 1 Team Leader.

You will be the first point of contact for all

global service functions


through phone, email and service desk to provide great customer excellence and support to multiple business areas of our excess of 700 global users 24 hours a day 5 days a week, However, looking at the rapid employee growth of our organization this will be turned into 24X7.

As we have users located across the globe, we operate a varied shift pattern to ensure that we provide full support to our business users, which starts by 11pm IST on Sunday to cover ANZ and then followed by the other shifts as per regions.

As a Global Service Desk Analyst, you will be providing frontline technical support across multiple business areas.

Maintain control of the Global Service Desk by prioritizing, resolving, and reassigning tickets as soon as possible after they are logged.

Providing technical support service for incidents and requests reported via the service centre support portal, telephone, chat or face-to-face.
Supporting incidents and requests escalated in person, and via various online portal, via the phone, across multiple business areas.
Need to have essential skills around communications and experience of Global Servicedesk with coreIT troubleshooting and proven motivational skills.
Working for multiple business areas, such as IT, Application Support, Facilities, Travel, etc.
Follow and adhere to the Global Incident management guidelines.

Take ownership of tickets and ensure prompt and satisfactory resolution with minimal com-mercial impact, collaboration and sharing with other members of the team as required.

Take part in 24x5 Global Support shift availability to ensure all our Global international users are looked after during their working hours using a follow-the-sun approach.

Ensuring the on and off-boarding of users is managed in line with the agreed process flow and time scales.
Set up all new equipment as a global function relaying to the regional support where required.
Installation of software on machines.

Set up Meeting rooms and you shall perform daily meeting room checks to ensure the functionality of the Video Conferencing (Audio/Video/Mic).Prioritize support tickets to ensure that business-affecting issues are dealt with in line with SLAs.

Provide efficient customer service at all times.
Escalating issues to guarantee that problems are resolved within SLAs.

Ensure you build a strong relationship with all areas of our business areas to provide excellent service and strengthen the vision of the Global Service Desk Team.

Positively representing the Service Desk and the company through direct contact with internal customers and suppliers.
Direct contact with clients and suppliers for all Service desk functions.
Regular 1 to 1's with the department head to cascade priority information and maintain a high level of service.

Skills, knowledge, experience, and exposure


Previous Global Service Desk/Help Desk experience (preferably with global users)Tech savvy with current working knowledge of computer programs, hardware, and networkingITIL knowledge (Desirable).Ability to diagnose and troubleshoot technical issues.

Analytical / Problem-solving mindset.
Excellent Windows/Mac OS troubleshooting skills.
Excellent Proven M365 skills.
Hands-on knowledge of Microsoft Intune/Autopilot, Azure AD, SharePoint, On Prem Active Directory.
Mobile support for iOS/Android OS mobile devices and knowledge of mobile MDM support software.

Mindset to navigate the roleA hunger to provide a best-of-class support function.

Well-organised approach to work planning and time allocation to tasks in providing great and efficient customer service and support to multiple business areas at all times.

Take ownership of analysis and managing the tickets independently, as well as collaborating to solve the requests/issues.

The softer skills that we believe, will help you thrive in this roleStrong ability to communicate effectively with global usersRelationship buildingCustomer serviceTask completerExcellent organisation skills and ability to prioritiseService driven

Role RequirementsFlexibility for 24-hour shift work.
Hybrid work in Malad West - Mumbai office


We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates.

If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.

  • Service Desk Analyst

    1 week ago

    Mumbai, Maharashtra, India NEC Full time

    Job DescriptionThe Service desk analyst provides a point of communication to the users and a point of coordination for several IT groups and processes. The objective of the service desk analyst is to restore "normal service" to the users as quickly as possible.The successful candidate will be required to work in rotational shift pattern between 09:00 AM -...

  • Service Desk Analyst

    1 week ago

    Mumbai, Maharashtra, India NEC Software Solutions (India) Full time

    Job DescriptionThe Service desk analyst provides a point of communication to the users and a point of coordination for several IT groups and processes. The objective of the service desk analyst is to restore "normal service" to the users as quickly as possible. The successful candidate will be required to work in rotational shift pattern between 09:00 AM -...

  • Service Desk Analyst

    1 week ago

    Mumbai, Maharashtra, India NEC Full time

    Job Description The Service desk analyst provides a point of communication to the users and a point of coordination for several IT groups and processes. The objective of the service desk analyst is to restore "normal service" to the users as quickly as possible. The successful candidate will be required to work in rotational shift pattern between...

  • Service Desk Analyst

    1 week ago

    Mumbai, Maharashtra, India NEC Software Solutions Full time

    Company Description NEC Software Solutions (India) is part of NEC Corporation, a Japanese multinational company that brings more than 100 years of expertise in technological innovation to provide solutions for empowering people, businesses, and society. We bring more than 30 years of experience in delivering end-to-end IT services. By leveraging our...

  • Service Desk Analyst

    1 week ago

    Mumbai, Maharashtra, India Indicia Worldwide Full time

    About us Indicia Worldwide is an insight and technology-led communications agency with global production expertise. Why we exist: we create new value At Indicia Worldwide, our philosophy is one of 'creating new value'. We create new value at every step of the journey that a brand takes to market, by driving an increase in marketing performance and...

  • Deal Desk Analyst

    1 week ago

    Mumbai, Maharashtra, India Dynatrace Full time

    Job DescriptionThe APAC Deal Desk analyst is part of the Deal Desk team that is fully responsible for all APAC deal booking related activities: pricing, approving non-standard terms, assisting in the successful winning of high-volume opportunities.The DD analyst will be responsible working with the Sales team to drive deal structuring, discounting,...

  • Deal Desk Analyst

    1 week ago

    Mumbai, Maharashtra, India Dynatrace Full time

    Job Description The APAC Deal Desk analyst is part of the Deal Desk team that is fully responsible for all APAC deal booking related activities: pricing, approving non-standard terms, assisting in the successful winning of high-volume opportunities. The DD analyst will be responsible working with the Sales team to drive deal structuring, discounting,...

  • Service Desk

    1 week ago

    Mumbai, Maharashtra, India WTW Full time

    About WTW:Our distinct, connected perspective across talent, assets and ideas unlocks potential for our clients. While many just look at mitigating the downside, we see how a unified approach to people and risk is a path to growth. Powered by market analytics and behavioral insight, our integrated teams reveal hidden value within the critical intersections...

  • Service Desk Admin

    1 week ago

    Mumbai, Maharashtra, India Tata Consultancy Services Full time

    Required Skills: Service desk & Voice support, Good Communication skill. GoodtoHave 1 to 2 years relevant experienceThe primary Service Desk Agent role is that of providing first level support through taking calls, chats, web tickets and handling the resulting incidents or Service Requests, using the incident and request fulfilment process in line with the...

  • IT Service Desk

    1 week ago

    Mumbai, Maharashtra, India Arrivia Full time

    IT Service Desk 2 Position at arrivia The IT Service Desk 2 position supports all first level technical incidents and service requests from multiple communication sources for the entire organization. Responsibilities : Provides excellent customer service by being courteous, knowledgeable, and professional. Helps create positive customer...

  • Service Desk Manager

    1 week ago

    Mumbai, Maharashtra, India Lenovo Full time

    Description and Requirements Highly motivated individual with a proven track record to deliver results and lead a team through change and challenging circumstances 7+ years experience as a People Manager in an IT production Service Desk support/Service Desk environment Proven ability to build and maintain strong working relationships with business and...

  • Service Desk Manager

    1 week ago

    Mumbai, Maharashtra, India Lenovo Full time

    We are Lenovo. We do what we say. We own what we do. We WOW our customers.Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built...

  • Service Desk Executives

    1 week ago

    Mumbai, Maharashtra, India VDA Infosolutions Full time

    Desired QualitiesExcellent interpersonal skills & communication skillsShould have planning & organizing skillsShould handle customer queries efficientlyExposure working for an IT companies under remote service desk/technical supportExposure to ITIL based work environmentAbility to work in rotating shiftQualification CriteriaDiploma or Degree holderMinimum 2...

  • it help desk analyst

    1 week ago

    Mumbai, Maharashtra, India NCR Corporation Full time

    About NCR VOYIX NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction...

  • it help desk analyst

    1 week ago

    Mumbai, Maharashtra, India NCR Corporation Full time

    About NCR VOYIX NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction...

  • Service Desk Agent

    1 week ago

    Mumbai, Maharashtra, India LRI Invest S.A. Full time

    IT Service Desk Agent (JML Team)Location: IndiaAbout Apex:The Apex Group is a global financial services provider with 4,000 staff across 40+ offices globally. We look to recruit bright, articulate, and numerate employees who are not afraid of a challenge and are prepared to work hard and love what they do.Every employee plays a part in making Apex who we are...

  • Service Desk Manager

    2 months ago

    Mumbai/Bangalore, Maharashtra, India Mobile Programming LLC Full time

    Notice Period: Immediate to 15 Oversee the daily operations of the service desk team, ensuring timely and effective resolution of user issues and requests.- Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets.- Develop and implement service desk processes and procedures to improve efficiency...

  • Service Desk Manager

    3 weeks ago

    Mumbai/Bangalore, Maharashtra, India Mobile Programming LLC Full time

    Notice Period: Immediate to 15 Oversee the daily operations of the service desk team, ensuring timely and effective resolution of user issues and requests.- Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets.- Develop and implement service desk processes and procedures to improve efficiency...

  • Service Desk Executives

    1 week ago

    Mumbai, Maharashtra, India VDA Infosolutions Full time

    Desired Qualities Excellent interpersonal skills & communication skills Should have planning & organizing skills Should handle customer queries efficiently Exposure working for an IT companies under remote service desk/technical support Exposure to ITIL based work environment Ability to work in rotating shift Qualification Criteria Diploma or...

  • Hiring For SERVICE DESK

    1 month ago

    Mumbai, Maharashtra, India krazy mantra hr solutions Full time

    Apply for Hiring For SERVICE DESK, Career Progress Consultants in Mumbai ,Pune for 0 - 3 Year of Experience on