Network Techlab India Limited
Website:
netlabindia.com
Job details:
We are looking for a Service Desk Analyst to join our growing support team. Part of the role is to support our international client who has a global presence.
You will work under the supervision of the Service Delivery Manager / Team Lead, providing technical assistance to employees of partner companies and end-users, managing tickets, and supporting daily IT operations for global clients.
This is a great opportunity for a motivated and detail-oriented individual to build an international career in IT service management.
Please write your application in English and any feedback updated to English.
Job responsibilities
Provide first and second-level IT support for employees of partner companies and end-users via JIRA ticketing system, Slack chat, and Google video calls.
Diagnose and resolve issues related to Google Workspace, Microsoft Azure/O365, and Windows/macOS workstations.
Manage and update tickets in Jira Service Management, ensuring timely resolution and proper documentation.
Escalate complex issues to senior engineers or the Service Delivery Manager when required.
Assist with user onboarding/offboarding, account setups, and system access requests.
Support software installations, configurations, and troubleshooting (we have 70-80 applications). Training will be provided as needed.
Contribute to internal documentation and continuous improvement of support processes.
Required Qualifications
1-3 years of experience in IT support or helpdesk environment.
Familiarity with Google Workspace, Microsoft Azure, Office 365 and Windows/macOS administration.
Basic understanding of network and system administration (IP configuration, etc.).
Fluent English — both written and spoken (ability to communicate confidently via calls and video meetings).
Experience with Atlassian Jira / Confluence or other ticketing systems is a plus.
Excellent problem-solving and communication skills.
Proactive, organized, and able to work independently or in a team.
You must have Service Desk experience from L1 and L2 as minimum.
You must have a customer focus mindset and background, including interactions with internal/external employees/customers at all levels.
Required candidate levelMid level
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