IT Global Service Desk Analyst

About the role

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 an excellent communicator (essential for this role) who can quickly diagnose and resolve technical issues while working effectively with colleagues across multiple teams and global locations.

• Triage and categories IT Support tickets (Incidents, Service Request, etc.) responding to and resolving tickets within SLA
• Manage and escalate major incidents, ensuring timely communication and resolution