IT Global Service Desk (Senior) Analyst

We have an excellent opportunity to join our newly established IT Service Desk Team, supporting internal colleagues at Aurora, a highly successful energy analytics consultancy. This is an office-based position located in our Gurugram office, working shifts as part of the Service Desk Team to provide 24x5 rotational global support. To succeed in this role, you’ll need minimum of 5 years of global technical support hands on experience, delivering solutions across diverse IT environments and ensuring high customer satisfaction. Key technologies include Windows 11, Microsoft 365, MS Teams, Intune, account administration tools (e.g., Entra, SharePoint), and general hardware/software troubleshooting. We’re looking for someone who is resourceful, adaptable, and a strong communicator who can quickly diagnose and resolve technical issues while working effectively with colleagues across multiple teams and global locations. Key Responsibilities Triage and categorise IT Support tickets (Incidents, Service Request, etc.) responding to and resolving tickets within SLA Manage and escalate major incidents, ensuring timely communication and resolution Perform IT administrative tasks in line with standard operating procedures (SOPs), including access and account management Provide remote support for end users, including troubleshooting applications and hardware issues Support Microsoft Teams calls and video conferencing, including investigation of call quality issues Carry out onboarding and offboarding tasks for employees Deploy and manage software, systems, and licensing ( Office 365, OneDrive/SharePoint, antivirus tools ) Contribute to the development and maintenance of IT knowledge base content for both users and IT staff Monitor and support site-based video conferencing equipment Skills, Knowledge and Expertise Soft Skills: Willingness to work rotational (monthly/quarterly) shifts as part of a 24x5 team. Strong customer service ethos; proactive and team-oriented mindset Excellent written and verbal communication skills in English Ability to build strong working relationships at all levels Flexible, positive attitude with a willingness to take on new challenges Self-starter with strong problem-solving and time-management abilities Ability to prioritise and handle multiple tickets effectively Technical skills (Required): 5+ years of Microsoft Office 365 administration and application support Windows 11 setup , configuration and troubleshooting Hardware provisioning and installation Hands-on experience resolving hardware-related issues Familiarity with cloud VPNs and basic networking concepts Experience with Azure Entra ID, Intune, Defender, and Microsoft Endpoint Manager Microsoft Teams support and administration Audio/Visual (AV) hardware experience (e.g., Logitech systems) Working knowledge of ITSM tools (e.g., Jira Service Desk) Desirable attributes: ITIL certification or familiarity with the ITIL framework Awareness of GDPR and ISO 27001 compliance Microsoft or other IT support certifications What we offer A fun, informal, collaborative and international work culture Access to regular coaching and mentoring sessions and the opportunity to learn from experienced professionals Access to the Aurora Academy, our training programme offering a range of opportunities to develop your skills within the responsibilities of your role and within the wider context of the industry Access to our Employee Assistance Programme (EAP), offering a complete support network that offers expert advice and compassionate guidance 24/7/365, covering a wide range of personal and professional aspects Some of the other benefits are: Medical, Accidental & Term life insurance Gratuity Hybrid work culture Provident Fund Scheme Fun Friday’s The Company is committed to the principle that no employee or job applicant shall receive unfavourable treatment on grounds of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership, pregnancy and maternity. The successful candidate would start as soon as possible. The team will review applications as they are received. Salary will be competitive with experience. To apply, please submit your Résumé / CV, a personal summary, your salary expectations and please inform us of your notice period.