Why join us
Title: Service Desk Analyst
Location: Pune (On-site, 5 days a week)
Shift Timing: Flexible
Experience Range: 3-8 years
- Be part of a global digital experience team driving innovation and user satisfaction.
- Work with cutting-edge technologies including Windows 11, Microsoft Surface devices, MS Office Copilot, and Generative AI.
- Collaborate with diverse teams and vendors across the globe.
- Enjoy a supportive environment that values continuous learning, professional growth, and proactive contributions.
- Flexible work timings with no night shifts, ensuring a healthy work-life balance.
Responsibilities
- Provide technical support via phone, email, chat, and remote access.
- Troubleshoot hardware, software, network, and application issues (Windows 11, MS Surface Devices, MS Office Copilot).
- Leverage Generative AI to enhance user experience and streamline support processes.
- Document incidents, manage escalations, and ensure timely resolution.
- Collaborate with internal teams and external vendors to resolve complex issues.
- Contribute to continuous improvement initiatives for service desk operations.
- Participate in training and development programs to stay updated with evolving technologies.
What will help you succeed in this role
Essential
- egree in Computer Science or related field (or equivalent experience).
- Strong communication skills and customer service orientation.
- Foundational technical skills with adaptability to new technologies.
- Experience in global technical support environments.
- Familiarity with Windows 11, MS Office Copilot, MS Teams, and Generative AI.
- Ability to work independently and collaboratively with a proactive mindset.
- Strong knowledge of Microsoft 365 (M365), Exchange, Active Directory, and Entra.
- Incident management and escalation handling experience.
Desirable
- Prior experience in service desk or technical support roles.
- Exposure to global support environments.
- Familiarity with AI-driven support tools and digital workplace technologies.
- Continuous learner with a passion for innovation and process improvement.
- Azure Certification
What we offer
At DWF, we deeply appreciate the significance of offering a comprehensive rewards package that extends beyond a basic salary. Our commitment is to ensure that each member of our team not only feels valued but is also duly rewarded throughout their tenure with us. Upon joining our organisation, you will have the opportunity to select from a diverse array of benefits, allowing you to carefully tailor a package that perfectly aligns with your individual needs and those of your family. In addition to our standard benefits, we offer a wide range of flexible benefits and robust well-being programs.
Our recruitment process upholds the highest standards of fairness and engagement. It includes comprehensive interviews and, at times, a written assessment, an assessment day, or presentation. We aim to create a positive experience for all candidates and offer any adjustments or additional support.
About Us
DWF is a global legal business providing Complex, Managed and Connected Services. We empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.
