IT Service Desk Specialist

Job Summary

We are seeking an experienced IT Service Desk -Senior Specialist to provide Tier 1, Tier 2, and Tier 3 IT support across BPM's global environment. The role is responsible for independently resolving incidents and escalations, owning assigned queues/categories, supporting day-to-day IT operations, and delivering high-quality remote and onsite end-user support within established SLAs.

The ideal candidate brings 5–6 years of service desk/end-user support experience, including 24x7 production support, with strong knowledge of desktop systems, Microsoft technologies, enterprise applications, hardware, operating systems, and troubleshooting. The role requires strong customer service, initiative, adaptability, and the ability to work effectively with India and U.S.-based IT teams with minimal supervision.

Key Responsibilities:

Service Desk & IT Operations
•  Provide Tier 1, 2, and 3 support for remote and onsite users, independently resolving hardware, software, OS, network, access, and application incidents within established SLAs.
• Own assigned queues/categories and accurately record, track, troubleshoot, document, escalate, and follow incidents through final resolution using service desk, remote support, and diagnostic tools.
• Support laptops, OS imaging, monitors, docking stations, desktop systems, account/access issues, Microsoft applications, and business-critical applications.
• Support daily IT operations across BPM regions, monitor service quality/KPIs, and assist with incident and problem management based on impact and severity.
• Identify root causes, recurring issues, and service inefficiencies and recommend solutions and continuous improvements.

Technical, Knowledge & Team Support

• Support Microsoft and enterprise technologies, including Microsoft 365, Azure, Entra ID/Azure AD, on-premises Active Directory, endpoint management, Exchange, Outlook, Teams, Office, OneDrive, networking, DHCP, DNS, firewalls, and VPN.
• Support ManageEngine/ServiceDesk Plus administration, ADManager, templates, distribution lists, shared mailboxes, and dynamic distribution lists.
• Support Windows clients, iOS, Android, IT assets, accounting applications, and other enterprise technologies used across BPM.
• Create and maintain knowledge base articles, SOPs, known-error documentation, FAQs, processes, and policies, and contribute to technician training and knowledge sharing.
• Collaborate with India and U.S. IT teams, management, Microsoft, vendors, and service providers to resolve escalations and maintain service continuity across global operations.

Required Qualifications:

Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
5–6 years of service desk, IT helpdesk, desktop support, or end-user services experience, including incident troubleshooting, escalation, and 24x7 production support.
Working knowledge of Microsoft 365, Azure, Entra ID/Azure AD, Active Directory, endpoint management, Exchange, networking, DHCP, DNS, firewalls, VPN, Windows, iOS, and Android.
Experience administering or supporting ManageEngine, ServiceDesk Plus, ADManager, distribution lists, shared mailboxes, and related identity/access activities.
Strong troubleshooting experience with Outlook, Teams, Microsoft Office, OneDrive, laptop OS imaging, remote/desk-side support, and IT hardware including laptops, monitors, and docking stations.
Strong knowledge of incident/problem management, root-cause analysis, SLA management, technical documentation, escalation procedures, and applicable data privacy practices.
Excellent customer service, communication, analytical, and problem-solving skills, with the ability to manage high request volumes and work independently with minimal supervision.
Ability to collaborate across technical teams, senior management, cultures, and geographic regions while adapting quickly to new processes and technologies