{"id":3214111,"url":"https://alion.io/job/allps-service-desk-analyst-intermediate","title":"Service Desk Analyst (Intermediate)","company":{"id":4423848,"name":"ALLPS","domain":"allps.ch","url":"https://alion.io/company/allps","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":21000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Microsoft Defender","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-24T17:34:11Z","employer_posted_date":null,"last_verified_at":"2026-10-24T17:34:11Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Role OverviewWe are seeking an experienced Service Desk Analyst to provide responsive, reliable first- and second-line IT support to users across a large enterprise environment. The successful candidate will diagnose and resolve hardware, software, access, endpoint, and Microsoft 365 issues, manage service requests through an ITSM platform, and deliver a positive end-user experience.\nThe role requires strong troubleshooting skills, clear communication, accurate ticket documentation, and the ability to work within established service management, security, and escalation procedures.\nKey ResponsibilitiesProvide first- and second-line technical support to end users across an environment supporting 1,000+ users.\nLog, categorise, prioritise, investigate, resolve, and escalate incidents and service requests using ServiceNow or a comparable ITSM ticketing platform.\nTroubleshoot Windows 11 Enterprise desktops and laptops, Microsoft 365 applications, Outlook, Exchange Online, Microsoft Edge, and Google Chrome.\nSupport user accounts, authentication, password resets, group memberships, and access-related requests using Microsoft Entra ID, following approved identity and access management procedures.\nAssist with Microsoft Intune device enrolment, compliance checks, endpoint configuration, and troubleshooting for supported devices.\nProvide support for corporate iOS devices, including iPhones and iPads, and troubleshoot enrolment and management issues.\nDiagnose Microsoft 365 and Exchange Online issues, including Outlook connectivity, email access, calendars, and common collaboration problems.\nSupport Microsoft Defender for Endpoint and related security controls by following approved procedures and escalating suspected security incidents promptly.\nAssist users with mobile connectivity and service-related issues involving Bell Canada/Mobility, escalating carrier-dependent problems where required.\nMaintain accurate ticket notes, troubleshooting steps, resolution details, and user communications.\nCreate and maintain knowledge-base articles, standard operating procedures, and self-service guidance to improve first-contact resolution and reduce recurring incidents.\nFollow incident, request, change, escalation, security, and data-handling procedures.\nMeet agreed service-level targets while maintaining professional communication with technical and non-technical users.\nCollaborate with infrastructure, security, application, and service management teams to resolve complex issues and identify recurring problems.\n\nRequired Qualifications and Experience4–7 years of hands-on experience in first- and second-line service desk or end-user IT support.\nExperience supporting enterprise environments with approximately 1,000 or more users.\nPractical experience with ITSM ticketing tools such as ServiceNow or equivalent platforms.\nStrong troubleshooting skills across Windows 11, Microsoft 365, Outlook, and Exchange Online.\nExperience with Microsoft Entra ID account and access administration.\nExperience supporting endpoint enrolment and management using Microsoft Intune.\nFamiliarity with iOS devices, mobile device management, and corporate mobility support.\nAbility to document incidents, resolutions, and technical procedures clearly.\nStrong customer service, prioritisation, communication, and escalation skills.\nAbility and willingness to work during Alberta business hours, including the corresponding night shift for India-based candidates.","description_format":"text","description_chars":3463,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-24T20:09:15Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":23,"reasons":["seen:1","velocity","win:early"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/allps-service-desk-analyst-intermediate","json_url":"https://alion.io/job/allps-service-desk-analyst-intermediate.json","meta":{"generated_at":"2026-10-26T08:56:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per 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