Service Desk Analyst

What you'll do
You will be the first point of contact for employees logging IT issues into the service desk, from a broken VPN connection to a laptop that will not boot before a nine o'clock meeting. You will triage each ticket against defined severity levels, resolving what you can at first contact and routing the rest to the right team with enough detail that no one has to ask the user to repeat themselves. You will follow up on tickets sitting with other teams so nothing quietly ages past its SLA, and you will keep the knowledge base current as new issues turn into known fixes. You will track your own ticket metrics, first-response time, resolution time, and reopen rate, and use them to flag where the desk's own process is the bottleneck rather than the user.
Who you'll be joining
This sits inside a Fortune 200 company's Global Capability Centre in India, on the service desk supporting the company's global IT operations. Flexiple runs this hire as the managed marketplace placing Indian talent into GCC teams like this one.
You should bring 2 to 5 years on a service desk or IT helpdesk, comfort with ticketing tools such as ServiceNow or Freshservice, and the patience to stay clear and polite when the person on the other end is not. Working knowledge of Windows, Active Directory, and basic networking is expected, and ITIL exposure is a plus though not required. This is a hybrid role based out of Bengaluru, Hyderabad, or Pune, on a rotating shift with some evening coverage for global time zones. Hiring runs through a recruiter screen, a practical troubleshooting assignment, and a panel round with the desk's team lead, followed by a short culture-fit conversation. One application is considered for this role and any other Flexiple match.

Work arrangement
Yes