Service Desk Analyst at DWF Group PLC

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

13 Sep, 26

Salary

0.0

Posted On

15 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Microsoft 365, Exchange, Active Directory, Microsoft Entra, Windows 10/11, Network Troubleshooting, ITSM Tools, ServiceNow, Remedy, Customer Service, Problem-solving, Technical Support, Generative AI, Incident Management, Remote Access Support, Hardware Troubleshooting

Industry

Law Practice

Description

Why join us? We are looking for a proactive and customer-focused Service Desk Analyst to join our Global Digital Experience Team. In this role, you will act as the first point of contact for technical support, ensuring seamless resolution of hardware, software, network, and application-related issues. You will have the opportunity to work with modern technologies such as MS Surface Devices, Windows 11, Microsoft 365, MS Office Copilot, and Generative AI, while contributing to enhancing the overall digital experience for users. Responsibilities Provide first-line technical support via phone, email, chat, and remote access Troubleshoot and resolve issues related to hardware, software, networks, and applications Support users on MS Surface Devices with Windows 11 and Microsoft 365 tools Leverage Generative AI tools to improve issue resolution and user experience Log, track, and update incidents and service requests in the ticketing system Escalate complex issues to appropriate teams/vendors and follow through to resolution Ensure high levels of customer satisfaction through timely and effective support Contribute to continuous improvement by sharing feedback and process enhancement ideas Participate in ongoing training and skill development initiatives What will help you succeed in this role? Required Skills & Qualifications Experience 2–4 years of experience in a Service Desk / IT Helpdesk / Technical Support role Technical Skills Good knowledge of Microsoft 365 (M365), Exchange, Active Directory (AD), and Microsoft Entra (Azure AD) Hands-on experience with Windows 10/11 environments Basic understanding of network troubleshooting (VPN, connectivity, etc.) Familiarity with ITSM tools (ServiceNow, Remedy, or similar) Soft Skills Strong communication and customer service skills Problem-solving mindset with a proactive approach Ability to prioritize tasks and manage multiple tickets Team player with the ability to collaborate across functions What we offer Competitive salary and performance-based incentives Opportunity to work with cutting-edge technologies like Microsoft 365, Copilot, and Generative AI Exposure to a global IT environment and enterprise-level infrastructure Continuous learning through training programs and certification support Clear career progression paths within IT support and digital experience roles Collaborative, inclusive, and innovation-driven workplace culture Employee well-being programs and work-life balance initiatives About us DWF is a global legal business providing Complex, Managed and Connected Services. We empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.

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Responsibilities

Act as the first point of contact for technical support, resolving hardware, software, network, and application issues. Log and track incidents in the ticketing system while leveraging Generative AI to improve user experience.