Senior IT Service Desk Analyst

5-7 years
a month ago 1 Applied
Job Description

Role Purpose

I deagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick.

So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better.

Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximize their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.

The Senior IT Service Desk Analyst in Hyderabad will report to the Global Head of IT Service Desk. You will be responsible for providing technical support and assistance to users of Ideagen's IT systems. You will work as part of a global team to ensure that our colleagues receive quick and effective support. You will also act as a sounding board and point of escalation for other engineers within the team and stakeholders within the business.

To be successful in this role, you should have a strong technical background, with experience in a variety of technologies and systems. You should also have experience providing technical support to users and have excellent communication and collaboration skills.

We are a fast moving and dynamic team of people. We work closely with our Infrastructure & Technical Solutions and Cyber Security teams to ensure we are aligned in our visions. It is essential that we cross-communicate effectively where necessary to reach optimal results and deliver a rock-solid IT service. Working closely with these departments gives us a unique insight to how these teams work and the technologies they use.


  • Providing technical support and assistance to Ideagen staff
  • Troubleshooting and resolving issues with various internal systems
  • Providing technical guidance and support to other team members and stakeholders
  • Follow documented processes and procedures
  • Install, configure, and upgrade hardware and software
  • Maintain an up-to-date inventory of IT hardware and software
  • Maintaining documentation and knowledge bases on our Service Desk
  • Carrying out IT inductions with new starters
  • Provide Remote support for users in locations across multiple time zones
  • Provide IT support at events and meetings in line with the business requirements
  • Working closely with other teams to understand their technology needs and develop solutions that meet those needs
  • Controlling stock levels of equipment and the associated lifecycle of procurement, storage and disposal.
  • Be a technical mentor for both immediate colleagues and those in the wider Ideagen community.

Technical Requirements

Skills and Experience

  • An experienced technical background ideally focused on Azure & Office 365 environments. Experience managing Endpoint/Autopilot Management, Exchange Admin, Azure AD user and group management, Privileged Identity Management, SSO, MFA etc.
  • Some experience with the Azure portal and the Azure AD PowerShell module, including the ability to create and manage Azure AD objects using both the GUI and the command line.
  • Some experience supporting a Hybrid Office 365 environment OnPrem AD and Exchange.
  • Experience providing technical support to users of different technical ability and seniority
  • Provide effective support through service desk, over the phone and in person

Non-technical Requirements

  • Previous experience working in a fast-paced IT support team
  • Excellent problem-solving & leadership skills
  • Strong communication, collaboration and interpersonal skills
  • The ability to work well under pressure
  • Proactive approach to your work
  • A customer-focused approach and a commitment to providing high-quality support to employees.


  • Ambitious - Drive, Planning & Execution
  • Adventurous- Flexibility & Resilience and Savvy Thinking
  • Community - Collaboration & Communication







Endpoint/Autopilot Management
Azure AD user and group management
Azure AD PowerShell module
Privileged Identity Management
Hybrid Office 365 environment OnPrem AD and Exchange
Azure portal

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