{"id":2695979,"url":"https://alion.io/job/anthesis-group-global-service-desk-engineer","title":"Global Service Desk Engineer","company":{"id":668755,"name":"Anthesis Group","domain":"anthesisgroup.com","url":"https://alion.io/company/anthesisgroup","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","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":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"PowerShell","optional":true}],"status":"live","first_seen_at":"2026-10-15T10:05:53Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-18T17:16:48Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The Global Service Desk IT Engineer is a Level 1 (L1) support role within the company’s Global Service Desk, responsible for providing first-line technical support to 1,500+ end users across multiple regions. Operating in a remote-first, cloud-only environment, this role acts as the first point of contact for all IT support requests. The IT Engineer is responsible for resolving common issues, accurately triaging and escalating incidents to Level 2 (L2) teams where required, and ensuring a consistent, high-quality support experience for users globally. This role is well suited to a technically capable, customer-focused engineer who enjoys problem-solving, learning new technologies, and contributing to continuous improvement in a fast-growing global organisation.\nKey Responsibilities\nKey Responsibilities Service Desk Support & Operations The Global Service Desk IT Engineer will:\nRespond to and resolve Service Desk tickets in line with defined SLAs and priorities\nAccurately log, categorise, prioritise, and document all tickets in the ITSM platform\nProvide first-line support for hardware, software, identity, and access-related issues\nPerform effective triage and escalate tickets to L2 teams with clear context and troubleshooting detail\nCommunicate clearly and professionally with end users throughout the ticket lifecycle\nParticipate in Service Desk handovers and follow-the-sun support coverage User Experience & Knowledge\nDeliver a friendly, consistent, and customer-focused support experience\nIdentify gaps in documentation and proactively contribute to knowledge articles and FAQs\nPromote self-service and knowledge-led support where appropriate\nProvide feedback to the Global Service Desk Lead on recurring issues and improvement opportunities Continuous Improvement & Collaboration\nParticipate in Service Desk improvement initiatives, tooling enhancements, and process changes\nSupport ITSM best practices, including incident, request, and problem management\nCollaborate with L2, security, infrastructure, and application teams to improve resolution quality\nStay up to date with supported systems, tools, and technologies\nSkills, Knowledge & Expertise\nQualifications & Experience Required\nExperience providing L1 or Service Desk support in a corporate IT environment\nExperience supporting end-user hardware (laptops, tablets, smartphones)\nExperience supporting Windows 10/11 environments\nExperience supporting cloud services, particularly Microsoft 365 and Entra ID (Azure AD)\nExperience supporting macOS environments\nStrong general IT troubleshooting and diagnostic skills\nProfessional working proficiency in English Desirable\nExperience supporting mobile devices (iOS and Android)\nExperience with Microsoft Endpoint Manager (Intune)\nExperience with Azure Virtual Desktop\nExperience supporting SaaS platforms such as NetSuite or HubSpot\nBasic scripting experience (PowerShell preferred)\nAdditional language skills Skills & Competencies\nStrong customer service and communication skills\nMethodical and organised approach to problem-solving\nAbility to manage multiple tickets and priorities effectively\nAttention to detail in documentation and ticket updates\nWillingness to learn and develop technical and process knowledge\nAbility to work independently in a remote, distributed team\nComfortable following defined processes while contributing improvement ideas Working Hours & Location\nHybrid, India Pune\nFlexibility required to support global users across time zones on a rota 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