Associate Technical Analyst

Location: IN - Pune 24/7 | Job-ID: | Contract type: Standard | Business Unit: Others

Life on the Team

Are you passionate about delivering world-class end-user support and solving complex technical issues with precision? As a Technical Analyst in our End User Services team, you will provide onsite Deskside Support (L2), helping users with hardware, software, mobility devices, and IT services through our Tech Lounge.You'll be the face of IT—providing expert troubleshooting, hands-on support, and managing incident and request queues via ServiceNow. If you enjoy solving problems, engaging with users, and working with cutting-edge technologies, this is the perfect role to elevate your IT support career.

What you'll do

• Provide onsite L2 support for desktops, laptops, thin clients, mobile/IOS devices, and VDI/Citrix environments.
• Offer face-to-face technical support at the Tech Lounge and ensure best-in-class user experience.
• Troubleshoot and resolve hardware, operating system, and application-related issues (Windows 10+, O365, MFA, Outlook, etc.).
• Manage and update incidents/requests through ServiceNow and ensure closure within agreed SLAs.
• Perform workstation break-fix activities including laptops, desktops, VOIP phones, peripherals, and accessories.
• Execute user account administration tasks such as account creation, password resets, and profile configuration.
• Handle deployment, configuration, upgrade, and decommissioning of end-user devices.
• Conduct remote troubleshooting and coordinate with other support teams or vendors when required.
• Maintain asset records in ServiceNow and support accessory/loaner device management.
• Follow IT quality standards, ITSM processes, and escalation procedures.
• Support BYOD users, provide product demos, and assist in technology adoption initiatives.
• Create and update Knowledge Articles and participate in process improvement activities.
• Preserve and safeguard user data following IT security guidelines.
• Participate in events, provide onsite support, and guide users on IT tools, best practices, and company policies.
• Work in 24×7 rotational shifts based on business requirements.

What you'll need

• 1–3 years in Desktop/Help Desk support environments.
• Strong hands-on expertise in Windows 10 and client-level operating systems.
• Proficiency in ServiceNow or similar ITSM tools.
• In-depth knowledge of Office 365 including reporting, dashboards, and Outlook troubleshooting.
• Experience with Citrix XenApp/XenDesktop or VDI troubleshooting.
• Proficient in installation, upgrade, configuration, and support of Windows OS, MS Office, O365, and authorized enterprise applications.
• Strong troubleshooting ability for hardware, OS, and application issues.
• Understanding of ITIL processes (Incident, Request Fulfillment, Asset Management).
• Vendor coordination and communication skills.
• Excellent problem-solving, multitasking, and customer service abilities.
• Ability to work in rotational shifts and handle high-volume user interactions with patience and empathy.

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 20,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers' infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?

We're growing. We're hiring. We encourage. We empower. We support.