Analyst IT-Remote Desktop
CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard-when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.
Job Description - Remote Desktop Support (RDS) Agent
Job Title: Remote Desktop Support (RDS) Agent
Location: India Hyderabad, Onsite (MTIC)
Department: IT Infrastructure & Operations
Reports To: Remote Desktop Support Lead
Role Summary
We are looking for a proactive and technically capable Remote Desktop Support (RDS) Agent to provide remote technical support to global users across multiple regions and time zones. The role is responsible for resolving incidents and service requests related to end-user computing, remote access, collaboration tools, and enterprise applications.
The successful candidate will deliver high-quality customer support while ensuring timely issue resolution and excellent user experience. This role requires strong troubleshooting skills, effective communication, and the ability to work in a fast-paced support environment.
Key Responsibilities
Remote Technical Support
Provide remote technical support via phone, chat, email, and remote support tools.
Troubleshoot and resolve issues related to:
Windows and macOS operating systems
Microsoft 365 applications
VPN and remote connectivity
Endpoint devices and peripherals
Mobile devices and collaboration tools
User account and access issues
Support remote users across multiple locations and time zones.
Incident & Request Management
Log, categorise, prioritise, and manage tickets within the ITSM platform.
Ensure incidents and service requests are resolved within agreed SLAs.
Maintain accurate ticket documentation and communication updates.
Escalate unresolved or complex issues appropriately.
Customer Service & User Experience
Deliver professional, responsive, and customer-focused support.
Maintain regular communication with users regarding ticket progress and resolution.
Contribute to positive end-user experiences through effective issue resolution.
Knowledge Management & Process Adherence
Follow established support procedures and ITIL-aligned processes.
Contribute to knowledge base updates and documentation improvements.
Ensure compliance with IT security policies and operational standards.
Team Collaboration
Collaborate effectively with RDS colleagues and wider IT support teams.
Participate in shift handovers, operational meetings, and continuous improvement initiatives.
Support operational coverage during peak periods where required.
Qualifications & Experience
Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
2-4 years of experience in IT Support, Service Desk, or Remote Desktop Support.
Experience supporting enterprise desktop and remote user environments.
Familiarity with ITSM tools such as ServiceNow or similar platforms.
Basic understanding of ITIL support processes preferred.
Experience using remote support and endpoint management tools.
Key Skills
Strong troubleshooting and technical support capability.
Good communication and customer service skills.
Ability to work effectively in a fast-paced support environment.
Strong organisational and multitasking skills.
Customer-focused and proactive attitude.
Willingness to learn and continuously develop technical skills.
Why Join Us?
Opportunity to join a growing global IT support organisation.
Exposure to enterprise technologies and international operations.
Collaborative and supportive team environment.
Career development and progression opportunities.
What We’re Looking For:
- Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.
How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:
- We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
- We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
- We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.
Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.
Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.
Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.
Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.
Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.
Videos to watch: