Job Title: Service Desk Analyst
Overview
Role Summary
The Service Desk Analyst (L1/L2) is a frontline and intermediate support role responsible for delivering high-quality IT support to Water Group users across global locations. This position acts as the first point of contact for end users while also handling L2-level system administration tasks, endpoint management, access control, and infrastructure support.
The role supports a 24x7 global operating model, aligned with U.S. business hours, and works closely with Cloud Engineers, Network Engineers, and Senior Infrastructure teams to ensure operational stability, security compliance, and an excellent end-user experience—particularly in manufacturing and uptime-critical environments.
Key Responsibilities
Service Desk & User Support
- Serve as the first point of contact for IT support via phone, email, chat, and ITSM tools (Jira Service Management or Freshservice).
- Log, categorize, prioritize, and track incidents and service requests in line with defined SLAs.
- Perform initial and intermediate troubleshooting for:
o Password resets, account unlocks, MFA issues o Email, Teams, OneDrive, and M365 application issues o Endpoint, printer, and basic connectivity issues
- Escalate complex issues to L3 teams with proper documentation, troubleshooting notes, and impact analysis.
Identity & Access Management
- Administer Azure Entra ID (Azure AD) and on-premises Active Directory:
o User and group management o Access provisioning and deprovisioning o Role-based access aligned with least-privilege principles • Support MFA, Conditional Access, and Zero Trust access models.
- Maintain audit logs and support access reviews as required.
Endpoint & Device Management
- Manage and support endpoints using Microsoft Intune / Endpoint Manager:
- Device enrollment (Autopilot)
- Configuration profiles and security baselines o Patch management for Windows 11 and M365 Apps
- Support endpoint protection solutions (AV / EDR) and remediate endpoint security alerts.
- Assist with asset lifecycle management including imaging, deployment, tracking, and decommissioning.
Core Infrastructure & Operations Support
- Support day-to-day operations of:
o Windows Server services o DNS, DHCP, file and print services o Group Policy Objects (GPOs)
- Operate backup solutions, perform test restores, and verify compliance with retention policies.
- Monitor systems and respond to alerts related to endpoint, identity, or infrastructure services.
Incident, Problem & Knowledge Management
- Follow ITIL-aligned processes for Incident, Request, Problem, Change, and Asset Management.
- Participate in root cause analysis (RCA) for recurring issues and support post-incident reviews.
- Create and maintain knowledge base articles, SOPs, and runbooks to improve first-call resolution.
- Identify trends in tickets and proactively suggest improvements.
US-Shift & Global Support Responsibilities
- Provide IT support aligned with U.S. business hours, including evening or overnight shifts local to India.
- Support U.S.-based users and stakeholders via live calls, chats, emails, and virtual meetings.
- Participate in global incident bridges and escalation calls during high-severity incidents.
- Ensure effective handovers and documentation in a follow-the-sun support model.
- Communicate clearly and professionally with technical and non-technical users.
Required Skills & Experience
- 3–6 years of experience in IT Service Desk, Desktop Support, or System Administration roles.
- Strong hands-on experience supporting:
- Windows 10/11 and Microsoft 365 applications o Azure Entra ID (Azure AD) and Active Directory o Microsoft Intune / Autopilot
- Working knowledge of:
- DNS, DHCP, file/print services o Backup and restore operations o Endpoint security tools (AV / EDR)
- Experience using ITSM tools such as Jira Service Management or Freshservice (ServiceNow is a plus).
- Basic understanding of networking concepts (TCP/IP, connectivity troubleshooting).
- Strong verbal and written English communication skills, capable of supporting U.S.-based users.
- Ability to clearly explain technical issues to non-technical audiences.
- Willingness and ability to work in a 24x7 global support model aligned to U.S. hours.
