Senior IT Service Desk Analyst

Be the energy behind change. Join ABL Group. 

ABL Group is a leading global independent energy and marine consultant working in energy and oceans to de-risk and drive the energy transition across the renewables, maritime, and oil and gas sectors, offering the deepest pool of expertise across marine and engineering disciplines in more than 300 locations globally.

As a Senior IT Service Desk Analyst, you will provide technical support and assistance to staff across various regions and time zones. You will professionally represent the Group IT & Digital team, demonstrating excellent problem-solving skills and a customer-centric approach. With strong technical skills and a customer-oriented mindset, you will act as an escalation point for the most complex incidents and service requests.

What will you be doing?

• Manage the customer experience and expectations throughout the life cycle of service desk interactions.
• Provide appropriate levels of support in line with service desk policies and procedures.
• Triage & resolve incoming incidents and service requests to ensure SLAs are met, such as time to resolution and first response.
• Diagnose and troubleshoot technical issues, including account setup, user endpoints, system and network configuration, both remote and local.
• Ask customers targeted questions to understand the root of the problem quickly.
• Talk staff through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Provide timely and accurate updates to staff and document customer interactions accurately and consistently.
• Properly escalate unresolved incidents to appropriate internal teams and prioritize and manage several open issues at one time.
• Research and identify workarounds and solutions to software and hardware issues.
• Install, configure, and support Windows operating systems and business applications.
• Maintain and share knowledge of supported products and services.
• Coordinate with external vendors for hardware and software support when necessary.
• Promote IT products and services that are available.
• Maintain an understanding of the whole organization and customers of the service desk.
• Promote collaboration within the team and ensure service desk procedures are followed.
• Identify problems and trends to proactively prevent future incidents.
• Liaise regularly with IT Service Desk leadership to ensure the smooth running of the Service Desk function, voicing your opinion and suggesting improvements.
• Identify training needs and assist in training delivery and provide continual coaching & mentoring of technical and customer service skills.
• Identify opportunities for process improvements and contribute to the implementation of enhancements to service desk operations.

What are we looking for?

Ideally, you will have at least 3 years’ worth of relevant experience working in an IT Service Desk environment and be familiar with ITIL best practices or other ITSM standards. We are looking for the following things:

• Fluent in English.
• Knowledge of Windows operating systems, Microsoft 365 administration, Sharepoint, Azure Active Directory/Entra ID, Intune, Microsoft Office Suite, Microsoft Teams, and OneDrive.
• Windows Server administration experience. 
• Familiarity with Microsoft Azure.
• Strong understanding of networks (Routers, firewalls, switches, access points, DHCP, DNS, VPNs).

Further Information:

This position can be based at our office in Mumbai. You must have the right to live and work in India. 

The job holder will be expected to work on shift rotation (06:00-14:00, 14:00-22:00, 22:00-06:00) and be able to work public holidays on occasions. 

You can learn more about our team and what we do here: https://abl-group.com/  

For your application to be taken into consideration, please be advised, that you must submit your application via the link provided on this page.  

We look forward to receiving your application.