Service Desk Analyst

• Serving as the first point of contact for IT support requests, providing prompt, friendly, and effective assistance across hardware, software, and connectivity issues.
• Managing the full lifecycle of L1 and L2 support tickets through the ITSM platform, from intake and triage through resolution or escalation, with a focus on fast closure, accurate documentation, and clear communication at every step.
• Troubleshooting and resolve issues across Windows and Mac laptops, desktops, mobile devices, Microsoft 365 applications, and common productivity and collaboration tools, escalating to L3 or vendor support when appropriate.
• Handling account and access support tasks including password resets, MFA enrollment, access provisioning and deprovisioning, and application access requests, following defined security and governance procedures.
• Adhering to defined SLAs for response and resolution, keeping end users informed of ticket status and setting clear expectations, particularly when coordinating with global IT team members across time zones.
• Supporting IT onboarding for new India hires, including device preparation, application provisioning, account setup, and a welcoming first-day technology experience that sets employees up for success.
• Participating in endpoint refresh cycles, including device assignment, Autopilot provisioning, hardware swap coordination, and ensuring returned devices are properly wiped and processed.
• Contributing to and maintain the Service Desk knowledge base, writing clear, reusable articles for common issues and procedures that reduce repeat tickets and support consistent resolution quality across the team.
• Collaborating with global IT team members in Chicago, London, and Belfast to coordinate on escalations, share context on recurring issues, and ensure consistent support practices across offices.

• End-user support and service desk operations (ticket management, SLA adherence, escalation handling)
• Windows and Mac desktop/laptop troubleshooting and support
• Microsoft 365 application support (Outlook, Teams, OneDrive, Office apps)
• Identity and access support (Azure AD, password resets, MFA, conditional access)
• Device provisioning, imaging, and endpoint refresh (Autopilot, Intune, MECM)
• ITSM platforms and knowledge base management (FreshService, Zendesk, Jira Service Management, or similar)
• Endpoint security fundamentals (device compliance, BitLocker, endpoint protection, least-privilege access)

• 3-5+ years of experience in a Service Desk, IT Support, or Desktop Support role with a track record of high-quality end-user support and strong customer satisfaction
• Solid troubleshooting experience across Windows (10/11) and Mac OS environments, covering common hardware, OS, and application issues that arise in day-to-day end-user support
• Experience using an ITSM platform (ServiceNow, Jira Service Management, Freshservice, or similar) for ticket management, documentation, and SLA tracking
• Familiarity with remote support tools (Quick Assist, SCCM remote control, TeamViewer, or similar) for providing effective assistance to users regardless of physical location
• Proficiency supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and the Office suite, including common configuration and sync issues
• Familiarity with identity and access management tasks including Azure AD, password resets, MFA enrollment, and basic conditional access concepts
• Strong customer service orientation with the ability to communicate clearly and patiently with non-technical users, set accurate expectations, and follow through on commitments
• Comfortable working independently as the primary on-site IT presence, with the judgment to prioritize competing requests, know when to escalate, and stay connected to a globally distributed team

• ITIL Foundation certification or familiarity with ITIL concepts (incident, problem, change, and request management)
• Prior experience supporting IT in a rapidly growing office environment, including standing up new workstations, managing hardware inventory, and supporting facilities-related IT needs
• Experience supporting SaaS application access and troubleshooting, including SSO-related issues and common user-facing problems with cloud-based tools
• Experience supporting AV and collaboration technology in conference rooms, including display systems, video conferencing hardware, and Microsoft Teams Rooms

• Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability! 
• Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation. 
• Own my career path with our internal development framework. Ask us more about this! 
• Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training. 
• Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture. 
• Enjoy flexible work hours that empower me to balance personal time with professional commitments. 
• Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events. 

• Creating an inclusive environment where you’re encouraged to help shape the culture by bringing your unique perspective, not just by fitting in.  
• Providing a market leading salary determined through a fair and consistent process, equitable for all our employees, and regularly reviewed against industry benchmarks.  
•  Rewarding me with an annual performance-based bonus.
•  Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay)
•  Offering comprehensive Health/Accidental /Life Insurance.
•  Encouraging me to make use of our top-tier flexible time off policy, which includes 21 paid leaves, 9 casual and sick, close to 10-12 Indian Holidays, and for other life events.
•  Having multiple company wellness days each year to prioritize mental health and well-being.  
•  Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.

At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.