Service Desk Senior Associate - ( Bangalore & Hyderabad )

Provide remote and on-site end-user support for incidents and service requests, ensuring SLA adherence during night shift

Configure, install, and troubleshoot PCs, laptops, and peripherals (Windows/macOS)

Configure, enroll, and support mobile devices (iOS/Android) via MDM platforms (e.g., Intune)

Perform user provisioning, and device onboarding; manage profiles, policies, and compliance settings

Troubleshoot software installations, patches, drivers, printers, VPN/MFA issues, and connectivity problems

Support collaboration tools and productivity suites (Microsoft 365/Office, Teams, Outlook, OneDrive,Sharepoint )

Manage user accounts and access (Active Directory/Azure AD), group policies, and password resets

Use ticketing systems (e.g., ServiceNow) to log, prioritize, resolve, and document issues

Maintain asset records, produce clear documentation and shift handovers

Escalate complex issues to Migration Engineering teams and coordinate with network, security, and application teams

3-7 years of end-user/desktop support experience in medium to large enterprise environments

Strong expertise in PC configuration, hardware diagnostics, and operating system support (Windows 10/11, macOS)

Hands-on experience with mobile device configuration, installation, and MDM (Intune or similar)

Proficiency with Microsoft 365 administration basics and typical end-user applications

Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi) and VPN/MFA troubleshooting

Experience with identity and directory services (AD/Azure AD) and basic group policy management

Familiarity in outlook troubleshooting , One drive migration , OS troubleshooting

Familiarity with endpoint security tools and best practices (AV/EDR, encryption, patching)

Strong customer service orientation, communication skills, and ability to work independently on night shift

Proven track record of meeting SLAs, documenting resolutions, and performing thorough shift handovers.

Target Start Date: Immediate

What Qualification/Certification Required: Certification Requirement (Good to have): MD102(Endpoint Administrator), AZ900(Microsoft Azure Fundamentals), AZ104(Microsoft Azure Administrator)

Key Skills: Intune , Service now, SNOW, AD , GPO , Active Directory , SCCM , MFA , Exchange mail , Outlook troubleshooting , Migration , Onedrive

Individual Contributor role or is this role leading a team: IC & Lead Role as per the experience

Shift Timings: Evening Shift 2 PM IST & Night shift 8 PM IST Rotational Shift every week (On

weekends some resource may have to provide on call support and compensated on comp off over the weekdays) 5 days a week

Client Facing Yes/NO: Yes

Location (Hybrid/Remote/5 days a week): Primary Location: Bangalore & Hyderabad (Hybrid for Evening Shift/WFH for Night Shift)