Desktop Support Analyst, IT Operations

Job Summary

The Desktop Support Analyst will play a critical role within our global IT organization, partnering closely with IT Operations and the IT Digital team to support end users, drive technology initiatives, and contribute to strategic internal projects. This position will be based in Bangalore, India, working in close coordination with the IT Operations team.

This role offers the opportunity to be deeply involved in enterprise technology initiatives while delivering high-touch user support — including exposure to cloud technologies, modern workplace tools, digital transformation efforts, and cross-functional IT projects.

Key Responsibilities

• Provide high-quality Tier 1/2 end-user IT support and service delivery with a customer-first mentality
• Manage and action support requests using ITIL/ITSM principles via ticketing system
• Support and manage Windows, macOS, iOS, and Android devices
• Provide basic administration of enterprise IT systems
• Support cloud and document management platforms; participate in technology rollouts and migrations
• Create and maintain documentation of IT troubleshooting best practices, processes, policies, and cybersecurity
• Communicate proactively with end-users on incident progress, changes, and outages
• Participate in IT projects to meet strategic goals on time and within budget
• Escalate service requests that cannot be resolved within agreed service levels
• Continuously build knowledge and certifications in relevant technologies

Required Qualifications

• BS/MS in Information Technology or equivalent experience
• 3–5+ years in an enterprise IT support environment
• Strong knowledge of Windows, macOS, iOS, and Android
• Hands-on experience with M365, Azure, Teams, Zoom, and conference room technologies
• Familiarity with ITIL/ITSM framework for Incident Management
• Working knowledge of network configuration and system administration
• Experience with device management tools such as Intune
• Strong organizational, communication, and problem-solving skills
• Familiarity with Governance, Risk & Compliance policy implementation
• One or more certifications preferred: Microsoft, CompTIA, ITIL/HDI, or Customer Service

Nice to Have

• Experience with agile frameworks (Kanban, Scrum, SAFe)
• Familiarity with BMS Kaseya or similar RMM tools
• Ability to manage multiple competing priorities in a fast-paced environment
• Breadth of knowledge across desktop, mobile, network, and software domains

Key skills/competency

• End-user support
• ITIL/ITSM
• Windows OS
• macOS
• M365
• Azure
• Device management
• Network configuration
• Troubleshooting
• Cybersecurity