The Desktop Support Analyst will play a critical role within our global IT organization, partnering closely with IT Operations and the IT Digital team to support end users, drive technology initiatives, and contribute to strategic internal projects. This position will be based in Bangalore, India, working in close coordination with the IT Operations team.
This role offers the opportunity to be deeply involved in enterprise technology initiatives while delivering high-touch user support including exposure to cloud technologies, modern workplace tools, digital transformation efforts, and cross-functional IT projects.

Key Responsibilities

Provide high-quality Tier 1/2 end-user IT support and service delivery with a customer-first mentality
Manage and action support requests using ITIL/ITSM principles via ticketing system
Support and manage Windows, macOS, iOS, and Android devices
Provide basic administration of enterprise IT systems
Support cloud and document management platforms; participate in technology rollouts and migrations
Create and maintain documentation of IT troubleshooting best practices, processes, policies, and cybersecurity
Communicate proactively with end-users on incident progress, changes, and outages
Participate in IT projects to meet strategic goals on time and within budget
Escalate service requests that cannot be resolved within agreed service levels
Continuously build knowledge and certifications in relevant technologies

Required Qualifications

BS/MS in Information Technology or equivalent experience
35+ years in an enterprise IT support environment
Strong knowledge of Windows, macOS, iOS, and Android
Hands-on experience with M365, Azure, Teams, Zoom, and conference room technologies
Familiarity with ITIL/ITSM framework for Incident Management
Working knowledge of network configuration and system administration
Experience with device management tools such as Intune
Strong organizational, communication, and problem-solving skills
Familiarity with Governance, Risk & Compliance policy implementation
One or more certifications preferred: Microsoft, CompTIA, ITIL/HDI, or Customer Service

Nice to Have

Experience with agile frameworks (Kanban, Scrum, SAFe)
Familiarity with BMS Kaseya or similar RMM tools
Ability to manage multiple competing priorities in a fast-paced environment
Breadth of knowledge across desktop, mobile, network, and software domains

Desktop Support Analyst, IT Operations

Tytan Technology Inc.

Job Description

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