Service Desk Analyst

Service Desk Analyst

Location: Chennai, India | Work type: On-site | Full-time

About the Company

A leading global specialist in the design, engineering, manufacturing and distribution of high-quality industrial components. The company serves around 5,000 customers across 75 countries in sectors including Automotive, Smart Infrastructure, Medical, General Industrial and Distribution.

About the Role

As a key member of a global Service Desk team, you'll support the business by making sure all incidents are accurately logged, tracked and resolved within agreed SLAs. This keeps downtime to a minimum and business operations running smoothly.

You'll support a range of enterprise tools, with a particular focus on Microsoft Dynamics 365 (D365). Day to day, you'll handle enquiries by phone, email and the ticketing system, covering both general IT and D365-related issues. You'll escalate complex problems to the right teams when needed.

Key Responsibilities

• Incident Management: Log, track and resolve IT incidents in line with SLAs, escalating when needed
• Customer Support: Deliver outstanding support by phone, email and ticketing systems
• Knowledge Documentation: Maintain and update self-help resources so users can resolve common issues themselves
• Cross-Team Collaboration: Work closely with internal departments and external vendors to reach quick, effective outcomes
• Issue Ownership: Take proactive ownership of issues, troubleshooting across hardware, software and network environments
• Remote Support: Provide remote assistance to users globally across multiple time zones
• IT Asset Management: Provision, configure and maintain laptops, desktops and peripherals for new and existing users
• Enterprise Application Support: Support core business applications such as Dynamics 365, email platforms and collaboration tools
• Security Awareness: Promote IT best practices and online security guidance to protect organisational assets

Key Stakeholders

• Internal IT teams (Infrastructure, Application Support, Cybersecurity)
• End users across a global workforce
• Fellow Service Desk analysts and team leads
• IT Service Management (ITSM) team
• Vendors and third-party support providers
• Training and knowledge management teams

Skills & Experience

• 3–5 years in IT support or Service Desk roles, ideally in a global, multi-time-zone environment
• Proficient in Windows and macOS environments
• Hands-on experience with ITSM tools such as TOPdesk, ServiceNow or JIRA
• In-depth experience with Dynamics 365 Finance & Operations (D365 F&O), including troubleshooting and issue resolution
• Exposure to Active Directory, Office 365, SharePoint and Teams
• Familiarity with ITIL frameworks (ITIL Foundation certification highly desirable)
• Strong analytical and methodical problem-solving skills
• Excellent written and verbal communication, with the ability to explain technical concepts simply
• Customer-focused, resilient and able to balance multiple priorities
• Comfortable in fast-paced, evolving environments
• Fluency in spoken and written English

Nice to Have

• Certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate