IT Service Desk Analyst

3 days ago

Remote, India Pinnacle Global Group Full time ₹ 4,32,000 - ₹ 7,20,000 per year

Job Title: IT Service Desk Analyst

Location: Remote

Working Hours: UK business hours

Job Purpose

We are seeking an experienced IT Service Desk Analyst to provide first-line technical support to end-users, ensuring timely resolution of IT issues and seamless service delivery. The role requires someone with prior experience supporting UK-based companies and handling UK clients, with the ability to work effectively in a remote setting.

Key Responsibilities

  • Act as the first point of contact for IT queries via phone, email, and ticketing systems.
  • Diagnose and resolve hardware, software, and network issues.
  • Escalate incidents to second-line or third-line support where necessary.
  • Install, configure, and troubleshoot Windows and Microsoft 365 applications.
  • Manage user accounts, permissions, and access control (Active Directory / Azure AD).
  • Document issues and solutions in the ticketing system to ensure accurate records.
  • Provide guidance to users on IT best practices and troubleshooting.
  • Ensure incidents are resolved within agreed SLAs and escalate when required.
  • Collaborate with colleagues to deliver consistent IT support services.

Profile

  • 3-5 years of experience in IT Service Desk / IT Support roles (entry to mid-level).
  • Strong technical knowledge of Windows OS, Microsoft 365, and Active Directory.
  • Familiarity with basic networking (DNS, DHCP, VPNs, TCP/IP).
  • Experience using ITSM ticketing tools (ServiceNow, Jira, or similar).
  • Excellent problem-solving and troubleshooting skills.
  • Strong communication skills with the ability to support UK-based end-users effectively.

Job Type: Permanent

Pay: From ₹60,000.00 per month

Benefits:

  • Work from home

Application Question(s):

  • How many years of IT Service Desk or IT Support experience do you have?
  • Which IT ticketing/helpdesk tools have you worked with (e.g., ServiceNow, Jira, Zendesk)?
  • Do you have hands-on experience with Microsoft 365, Windows troubleshooting, and Active Directory?
  • Kindly mention your expected CTC in LPA

Work Location: Remote

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