ADM Indicia
Service Desk Analyst
- Location Mumbai, 000
- Experience ~1-4 yrs
- Job type Full-time
- Posted 13 Oct 2026
You will be taken to ADM Indicia’s own careers page to apply. Job ID 597466.
Job description
About the Role
The Service Desk Analyst is the first point of contact for all global IT and service requests, resolving issues by phone, email, ticket and in person, and escalating what can't be fixed at first line. You should deliver excellent, timely support to users across multiple business areas, so that issues are resolved with minimal business impact and within SLA.
The Global Service Desk Team has 5 analysts. It supports 1500+ users worldwide, 24 hours a day, 5 days a week (moving to 24x7), on a follow-the-sun shift pattern.
Ticket and incident management
- Act as first-level contact for users and resolve issues, or convey resolutions, by phone, email, service desk tickets and face to face.
- Maintain control of the Global Service Desk queue: log, prioritise, resolve and reassign tickets as soon as possible after they are raised.
- Take ownership of tickets and see them through to prompt, satisfactory resolution, collaborating with the team as needed.
- Prioritise business-affecting issues and escalate unresolved queries to the right level of support so problems are fixed within SLA.
- Track, route and redirect problems to the correct resources.
