CrawlJobs Logo
360 Resourcing Solutions Logo 360 Resourcing Solutions · IT - Administration

Service Desk Support Analyst

India, Vadodara · Job Posted January 04, 2026
Apply Position
Job Link Share

Job Description

Support services provide high quality operational and technical application and systems support to PMC’s customers and internal business functions. This role is crucial to ensure great customer satisfaction for our customers and resolving the customers issues at first point of call. As our support team is colocated in the UK and India, cross cultural awareness and the ability to communicate is essential. This is a customer service role but an interest in technology and providing impeccable service to our customers is key.

Job Responsibility

  • Coordinating with the Management team, Baroda, and other Team Leader(s) to deliver the day-day activities to ensure a good level of service is delivered to our customers
  • Answer incoming calls in a professional and courteous manner, in line with PMC standards and within set SLAs
  • Log calls accurately, in real time, and to PMC standard in IMS, relating to all data including initial problem description
  • Assignment to third parties
  • Actions taken
  • Call closure
  • Support the application support management team to continually improve the standard operating procedures and support best practices
  • Manage tickets through to resolution, ensuring all updates and relevant communications are recorded.
  • Provide caller with their unique ticket reference number
  • Analyse the reported problem by asking probing and relevant questions
  • applying own system knowledge
  • using reference documents and manuals
  • site History
  • account handbook
  • reference to knowledge base
  • requesting assistance from team members in the UK or India
  • Make outbound calls to customers and 3rd parties ensuring all the relevant information is passed on and accurately logged
  • Provide regular client and internal communication on assigned activity and incidents ensuring that interested parties are clear on their status, highlighting any issues that might impact delivery in the defined timescales to the application support management team
  • Continually protect the PMC brand by ensuring an awareness of the impact of non-delivery on PMC’s reputation with the client

Requirements

  • Fully fluent in English
  • Experience in either a technical or customer service support environment, preferably high-volume inbound calls
  • Excellent interpersonal and communication skills
  • Extensive problem-solving skills

Nice to have

  • Experience within the retail, hotel or leisure environment, with an insight of systems such as tills / EPOS, PMS / reservation systems etc
  • Experience in providing services to agreed SLAs
360 Resourcing Solutions - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Service Desk Support Analyst

8 matching positions

Enterprise Service Desk Analyst

Astrion has an exciting opportunity for an Enterprise Service Desk Analyst to su...
Location
Location
United States , Huntsville
Salary
Salary:
Not provided
astrion.us Logo
Astrion
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree in Computer Science, Information Technology, Engineering, or related field with 2+ years of relevant IT experience OR Associate degree with 5+ years of related experience
  • Minimum of 2 years of experience in a Service Desk Analyst or IT support role
  • Current relevant IT Industry certification(s) that meet DoD 8140 requirements (CompTIA Security+ preferred)
  • Strong understanding of Windows 11 environments, Microsoft Office 365, Azure Gov, and enterprise IT support operations
  • Experience with Microsoft Defender, Intune, Remote Support tools, and Microsoft Entra ID
  • Ability to diagnose and resolve advanced technical issues involving workstations, mobile devices, VPN connectivity, MFA, and enterprise applications
  • Experience managing and prioritizing Help Desk tickets in a fast-paced enterprise environment
  • Excellent customer service, communication, and leadership skills
  • Ability to work collaboratively with infrastructure, cybersecurity, and compliance teams
  • Strong organizational skills with the ability to manage multiple priorities and escalations
Job Responsibility
Job Responsibility
  • Contribute to daily Enterprise Service Desk operations and ensure timely resolution of end-user support requests
  • Provide technical support for hardware, software, mobile devices, and enterprise applications
  • Manage and prioritize Help Desk tickets while maintaining excellent customer service standards
  • Support workstation setup and provisioning including operating system installation, updates, and Azure enrollment
  • Configure, maintain, and troubleshoot company laptop/desktop systems and related IT peripherals
  • Support user account administration including password resets, MFA enrollment, and Office 365 account management
  • Assist users with VPN connectivity, remote access, and enterprise collaboration tools
  • Provide onboarding support for new employees including workstation setup and initial credential distribution
  • Troubleshoot hardware, software, printer, and connectivity issues
  • Support enterprise asset management and configuration management processes
What we offer
What we offer
  • Competitive salaries
  • Continuing education assistance
  • Professional development
  • Multiple healthcare benefits package options
  • 401K with employer matching
  • Competitive time off policy along with a federally recognized holiday schedule
  • Fulltime
Read More
Arrow Right

Enterprise Service Desk Analyst

We are seeking a highly motivated and experienced Service Desk Technician to joi...
Location
Location
Canada , Winnipeg
Salary
Salary:
28.21 CAD / Hour
https://www.randstad.com Logo
Randstad
Expiration Date
August 10, 2026
Flip Icon
Requirements
Requirements
  • Completion of a post-secondary program in Information Technology or a related field, or equivalent education and experience
  • A minimum of five (2) years of experience in a managed services technical role
  • Expertise in Microsoft Office 365 and a thorough understanding of Azure Active Directory
  • Comprehensive knowledge of networking concepts and technologies, including routers, switches, firewalls, LAN, WAN, VPN, network security systems, and intrusion detection systems
  • Experience with Intune, Defender, Exchange, and other Microsoft applications
  • Fluency in English (written and verbal)
  • Ability to travel to various locations as required
  • Demonstrated ability to work effectively under pressure and manage multiple tasks concurrently
  • Willingness to work flexible hours and participate in an on-call rotation
  • Capable of lifting equipment up to 30 lbs
Job Responsibility
Job Responsibility
  • Provide first-line support for our customers, troubleshooting issues and ensuring high levels of system performance and reliability
  • Assist with onboarding new employees by configuring workstations and software
  • Administer and manage servers, networks, and cloud environments (Azure and Office 365)
  • Assist in various IT projects, including system enhancements, staging and large volume imaging
  • Troubleshoot Workstations, Networks, ADDS, DNS, DHCP, File Servers, etc.
  • Assist with Security reviews, Backup audits, upgrades, and optimization to ensure system integrity and security
  • Follow hardware and software policies, establishing secure practices and machine best practices
  • Ensuring timely updates on incident status, upcoming changes, and agreed service interruptions to clients
  • Provide French language support for our customers as needed
  • Document common issues and create knowledge base articles for future reference
What we offer
What we offer
  • 12 month contract
  • Competitive payrate
  • Working hours: flexible (7AM-7PM CST) Monday- Friday
  • Fulltime
Read More
Arrow Right

Sr. Service Desk Analyst

Support services provide high quality operational and technical application and ...
Location
Location
India , Vadodara
Salary
Salary:
Not provided
jobs.360resourcing.co.uk Logo
360 Resourcing Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Fully fluent in English
  • Experience in either a technical or customer service support environment, preferably high-volume inbound calls
  • Excellent interpersonal and communication skills
  • Extensive problem-solving skills
Job Responsibility
Job Responsibility
  • Serve as the first point of contact for IT support via phone, email, or ticketing system
  • Log, categorize, and prioritize incidents or requests, ensuring accurate documentation
  • Troubleshoot hardware, software, and network issues, resolving them within defined SLAs
  • Escalate unresolved issues to L2/L3 teams with clear diagnostic notes and follow up to ensure closure
  • Mentor and support junior service desk analysts in handling technical and procedural queries
  • Maintain and update knowledge base articles and standard operating procedures
  • Monitor recurring incidents and contribute to root cause analysis and resolution efforts
  • Ensure compliance with IT security policies and service management protocols
  • Perform Daily BAU tasks and help the DTL with any ad hoc tasks
  • Continually protect the PMC brand by ensuring an awareness of the impact of non-delivery on PMC’s reputation with the client
Read More
Arrow Right

Service Desk Analyst

We are looking for a customer-centric Service Desk Analyst to join a critical bu...
Location
Location
New Zealand , Wellington Central
Salary
Salary:
28.00 NZD / Hour
https://www.randstad.com Logo
Randstad
Expiration Date
July 09, 2026
Flip Icon
Requirements
Requirements
  • Proven experience in a Contact Centre or IT Service Desk environment
  • Strong problem-solving skills and the ability to investigate system breaches or issues
  • Excellent verbal and written communication skills with a high standard of service ethics
  • Relevant experience
Job Responsibility
Job Responsibility
  • Act as the central contact point for complex incidents, service requests, and technical problems
  • Assist in investigating and resolving issues related to bespoke applications and network problems
  • Support user access provisioning and operate logical access controls and security systems
  • Contribute to system enhancements that improve incident management and the overall customer experience
  • Maintain accurate records of actions taken and security documentation
Read More
Arrow Right

Service Desk Analyst

Kickstart Your Career in Tech, join Our Service Desk Team! Are you passionate ab...
Location
Location
United Kingdom , Melbourn
Salary
Salary:
Not provided
paconsulting.com Logo
PA Consulting
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • An enthusiasm for: customer service, problem solving, IT
  • Curiosity for learning more about technology
  • Excellent listening, verbal and written communication skills
Job Responsibility
Job Responsibility
  • Be the first point of contact for our customers
  • Support users by phone, email and in-person
  • Deliver excellent customer service
  • Resolve common queries
  • Seek advice on escalating more serious issues
What we offer
What we offer
  • Health and lifestyle perks accompanying private healthcare
  • 25 days annual leave (plus a bonus half day on Christmas Eve) with the opportunity to buy 5 additional days
  • Generous company pension scheme
  • Opportunity to get involved with community and charity-based initiatives
  • Annual performance-based bonus
  • Tax efficient benefits (cycle to work, give as you earn)
  • Fulltime
Read More
Arrow Right

Bilingual Global Service Desk Analyst

We are looking for a professional and eager French Bilingual Global Service Desk...
Location
Location
Canada , Montréal
Salary
Salary:
27.11 - 29.04 CAD / Hour
https://www.randstad.com Logo
Randstad
Expiration Date
August 08, 2026
Flip Icon
Requirements
Requirements
  • 1 to 3 years of experience in a technical support role providing tier I support in a service desk or help desk role
  • The ability to speak French fluently in a professional environment
  • Excellent French bilingual written and verbal communication skills
  • Proven ability to troubleshoot and resolve technical and procedural issues
  • Ability to adapt to fluctuating customer needs and manage high stress situations while reacting quickly and professionally
  • Capability to establish rapport among peers and colleagues
  • Proven ability to provide superior customer service both on and off of the phone
  • Ability and willingness to work evenings and or weekends.
Job Responsibility
Job Responsibility
  • Submit fully documented customer issues into a ticket management system
  • Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue
  • Dispatch an incident to the appropriate Tier II support group when first call resolution is not possible, and manage the incident through its lifecycle
  • Understand and assist with all internal and external escalations
  • Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery
What we offer
What we offer
  • T4 benefits
  • 2 sick days (Quebec employment minimum standards)
  • 4% cumulative over the year based on hours worked (Quebec employment minimum standards)
  • 8 holidays (Quebec employment minimum standards)
  • Possibility of adhering to our collective medical insurance after 3 months
  • Weekly payments
  • Accumulates government withholdings: QPIP, QC and CAN Taxes, QC Pension, EI
  • Flexibility to gain career experience in different fields and companies
  • Continue to work and not be unemployed during periods and contexts of constraining employment
  • Fulltime
Read More
Arrow Right

2nd Line Service Desk Analyst

We are working with an eminent Law Firm looking to engage someone to join their ...
Location
Location
United Kingdom , Manchester
Salary
Salary:
Not provided
eutopiaonline.com Logo
Eutopia
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience in offering technical support within a Legal / Law or similar formal professional services environment
  • Strong troubleshooting and problem-solving skills
  • Confident in communicating with users at all levels and able to evidence excellent customer care skills
Job Responsibility
Job Responsibility
  • Providing remote first- and second-line support – applications and systems include O365, Windows 10, Adobe Acrobat, iManage, Litera Change Pro, Intapp Time (DTE) and others
  • As part of a Global team handling escalations from Technology teams across other geographical locations and logging, tracking and managing support requests using ServiceNow
  • Providing remote access support, including VPN, VDI, and wireless connectivity
  • Supporting mobile collaboration tools, including BlackBerry Work apps
  • Troubleshooting and supporting end-user hardware, including desktops, laptops, printers, smartphones, multi-function devices, and Cisco phones
Read More
Arrow Right

Senior IT Service Desk Analyst – Network & Connectivity

We are looking for an experienced Senior IT Service Desk Analyst to join our Ext...
Location
Location
Hungary , Budapest
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Microsoft Excel data manipulation – pivot tables, filtering, sorting
  • Intermediate understanding of network infrastructure, specifically knowledge of AppSense technologies
  • Good communication skills
  • Good / quick analytical skills
  • Fluency in English
Job Responsibility
Job Responsibility
  • Assist business requestors regarding any Connectivity related issues, via e-mails, Teams, Network Segmentation Requests or ServiceNow tickets
  • Analysis of the incoming CCR issues' details and promote the solution
  • Assist business requestors with gathering necessary business and technical details required to complete request entries on TPA AppSense requests
  • Analysis of AppSense connectivity requests and registering into application
  • Support internal and external audits of the various processes and procedures in use
  • Support external connectivity risk and reconciliation technical research
  • Support the ServiceDesk processes
  • Collaborate with the other External Connectivity Teams
  • Participate in projects and ad-hoc tasks
  • Check the ongoing ServiceNow issues and providing feedback, analyzation
  • Fulltime
Read More
Arrow Right