Anthesis

Global ESG and decarbonization advisory

Global Service Desk Engineer

IT Service Desk & End User SupportUpdated on Nov 13

Full-timePune, Maharashtra, IndiaNo salary listed

About the Job

Requirements

Experience providing Level 1 or Service Desk support in a corporate IT environment.
Experience supporting end-user hardware, including laptops, tablets, and smartphones.
Experience supporting Windows 10/11 environments.
Experience supporting cloud services, particularly Microsoft 365 and Entra ID (Azure AD).
Experience supporting macOS environments.
Strong general IT troubleshooting and diagnostic skills.
Professional working proficiency in English.
Ability to work across time zones on a rota basis to support global users.
Strong customer service and communication skills.
Methodical and organised approach to problem-solving.
Ability to manage multiple tickets and priorities effectively.
Attention to detail in documentation and ticket updates.
Ability to work independently in a remote, distributed team.
Ability to follow defined processes while contributing improvement ideas.

Responsibilities

Respond to and resolve Service Desk tickets in line with defined SLAs and priorities.
Log, categorise, prioritise, and document tickets in the ITSM platform.
Provide first-line support for hardware, software, identity, and access-related issues.
Triage and escalate tickets to Level 2 teams with clear context and troubleshooting detail.
Communicate with end users throughout the ticket lifecycle.
Participate in Service Desk handovers and follow-the-sun support coverage.
Deliver a consistent, customer-focused support experience.
Identify documentation gaps and contribute to knowledge articles and FAQs.
Promote self-service and knowledge-led support where appropriate.
Provide feedback to the Global Service Desk Lead on recurring issues and improvement opportunities.
Participate in Service Desk improvement initiatives, tooling enhancements, and process changes.
Support ITSM best practices, including incident, request, and problem management.
Collaborate with Level 2, security, infrastructure, and application teams to improve resolution quality.
Stay up to date with supported systems, tools, and technologies.

Desired Qualifications

Experience supporting mobile devices, including iOS and Android.
Experience with Microsoft Endpoint Manager (Intune).
Experience with Azure Virtual Desktop.
Experience supporting SaaS platforms such as NetSuite or HubSpot.
Basic scripting experience, with PowerShell preferred.
Additional language skills.

The Global Service Desk IT Engineer is a Level 1 (L1) support role within the company’s Global Service Desk, responsible for providing first-line technical support to 1,500+ end users across multiple regions. Operating in a remote-first, cloud-only environment, this role acts as the first point of contact for all IT support requests. The IT Engineer is responsible for resolving common issues, accurately triaging and escalating incidents to Level 2 (L2) teams where required, and ensuring a consistent, high-quality support experience for users globally. This role is well suited to a technically capable, customer-focused engineer who enjoys problem-solving, learning new technologies, and contributing to continuous improvement in a fast-growing global organisation.

Service Desk Support & Operations

Respond to and resolve Service Desk tickets in line with defined SLAs and priorities.
Accurately log, categorise, prioritise, and document all tickets in the ITSM platform.
Provide first-line support for hardware, software, identity, and access-related issues.
Perform effective triage and escalate tickets to L2 teams with clear context and troubleshooting detail.
Communicate clearly and professionally with end users throughout the ticket lifecycle.
Participate in Service Desk handovers and follow-the-sun support coverage.

User Experience & Knowledge

Deliver a friendly, consistent, and customer-focused support experience.
Identify gaps in documentation and proactively contribute to knowledge articles and FAQs.
Promote self-service and knowledge-led support where appropriate.
Provide feedback to the Global Service Desk Lead on recurring issues and improvement opportunities.

Continuous Improvement & Collaboration

Participate in Service Desk improvement initiatives, tooling enhancements, and process changes.
Support ITSM best practices, including incident, request, and problem management.
Collaborate with L2, security, infrastructure, and application teams to improve resolution quality.
Stay up to date with supported systems, tools, and technologies.

Must haves

Experience providing L1 or Service Desk support in a corporate IT environment.
Experience supporting end-user hardware, including laptops, tablets, and smartphones.
Experience supporting Windows 10/11 environments.
Experience supporting cloud services, particularly Microsoft 365 and Entra ID (Azure AD).
Experience supporting macOS environments.
Strong general IT troubleshooting and diagnostic skills.
Professional working proficiency in English.

Nice to have

Experience supporting mobile devices (iOS and Android).
Experience with Microsoft Endpoint Manager (Intune).
Experience with Azure Virtual Desktop.
Experience supporting SaaS platforms such as NetSuite or HubSpot.
Basic scripting experience (PowerShell preferred).
Additional language skills.

Skills & Competencies

Strong customer service and communication skills.
Methodical and organised approach to problem-solving.
Ability to manage multiple tickets and priorities effectively.
Attention to detail in documentation and ticket updates.
Willingness to learn and develop technical and process knowledge.
Ability to work independently in a remote, distributed team.
Comfortable following defined processes while contributing improvement ideas.

Working Hours & Location

Hybrid, Pune, India.
Flexibility required to support global users across time zones on a rota basis.
Standard working hours aligned to Service Desk coverage requirements.

About the Company

Anthesis

Global ESG and decarbonization advisory

Anthesis is a global sustainability consultancy that helps organizations meet environmental, social, and governance (ESG) goals. It offers services in carbon strategy, sustainable finance, supply chain transparency, and net-zero decarbonization, delivered through advisory, digital tools, and educational programs. How it works: the company provides data-driven consulting, develops practical action plans, and uses software to monitor progress, enabling clients to set targets, implement decarbonization measures, and report on ESG metrics. How it differs: it combines expert advisory with digital solutions and training for a broad client base (corporations, governments, nonprofits), delivering end-to-end support from strategy to implementation rather than just recommendations. Its goal is to help clients reduce climate impact, improve resource efficiency, and advance social equity, building a more sustainable and resilient future.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: London, United Kingdom
Founded: 2013

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