Anthesis Group

Global Service Desk Engineer

Anthesis Group

full-time

Posted on:

Location Type: Hybrid

Location: India • India

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Tech Stack

AndroidAzureCloudiOSITSMMacOS

About the role

  • Provide L1 support to end users across all regions via the Global Service Desk
  • Act as the first point of contact for IT incidents, requests, and queries
  • Resolve issues where possible and escalate effectively to L2 and specialist teams
  • Support a fully cloud-based IT environment
  • Contribute to documentation, knowledge base articles, and service improvements
  • 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
  • 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
  • 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

Requirements

  • Experience providing L1 or Service Desk support in a corporate IT environment
  • Experience supporting end-user hardware (laptops, tablets, 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
  • 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
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
L1 supportIT troubleshootingdiagnostic skillsbasic scriptingWindows 10Windows 11macOSmobile device supportcloud servicesSaaS platforms
Soft Skills
communicationcustomer-focused supportcollaborationproblem-solvingdocumentationproactive contributionfeedback provisionservice improvementtriageprofessional proficiency