Service Desk Technician – India Service Center

Ankura is a team of excellence founded on innovation and growth.

• Provide remote Tier 1 support and utilize a ticket tracking system to document all incidents and service requests.
• Address any tickets assigned by management or other technical teams in a timely manner.
• Serve as the initial point of contact for customers to report technical issues and answer questions regarding upgrades, installations, and other software/hardware/network issues.
• Accurately diagnose technical issues, gather, and document relevant information, and perform preliminary research using all available resources, including Ankura’s Knowledge Base.
• Clearly and thoroughly document all work performed in our ticket management system and track incidents through to resolution/escalation.
• Achieve metrics in support of service level agreements, client satisfaction surveys, and incident/request resolution.
• Manage stock levels of IT equipment and supplies at the Gurgaon office, coordinating and working with local Operations/Office Services teams.
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to IT leaders in a timely manner.
• Work with and provide support for various teams—including infrastructure/networking and security—to identify and resolve problems.
• Participate in and contribute to team meetings and suggest improvements.
• Maintain current knowledge of relevant technologies.

• Bachelor’s degree is preferred. Experience can be considered in lieu of a degree.
• 3+ years of experience in a hands-on support role.
• Analytical, results-orientated problem solver.
• Strong communication, multitasking, and customer service skills.
• Willingness to work onsite X days per week from our Gurgaon, India office.
• Demonstrable working knowledge of Windows 10/11 in a Hybrid Active Directory environment.
• Significant experience with Microsoft operating systems, Microsoft Office applications, and Microsoft Office 365 (email, SharePoint, OneDrive, Teams, etc.).
• Experience resolving printer and conferencing equipment issues. Fundamental understanding of networking and related protocols, Active Directory management, Group Policy management, NTFS and Share permissions.
• Microsoft, A+ or other relevant certifications.

Ankura is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability. Equal Employment Opportunity Posters, if you have a disability and believe you need a reasonable accommodation to search for a job opening, submit an online application, or participate in an interview/assessment, please email accommodations@ankura.com or call toll-free +1.312-583-2122. This email and phone number are created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues unrelated to a disability, will not receive a response.