Senior Analyst, Service Desk
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Job Summary
- Job ID
- 932826
- Job Type
- Permanent Full Time
- Location
- India - Gurugram
- Categories
- IT
- Applications close
- India Standard Time
Make your mark with Thiess
Every day all around the world Thiess supports and celebrates our people. We recognise talent reward transparency champion diversity and embrace change.
Join us and hone your skills and develop new ones. Take on big challenges and grow through mentorship collaboration and empowerment.
The Opportunity
The Senior Analyst Service Desk is responsible for providing advanced technical support and shift leadership within the Service Desk function. The role acts as the first point of escalation for Service Desk Analysts coordinates daily operational activities during assigned shifts supports major incident management and service restoration monitors ticket queues and service levels and provides guidance and mentoring to team members while delivering high-quality ICT support services to global users in a 24x7 operating environment.
As the Senior Analyst you will:
- Work within a 24x7 Service Desk operating model including rotational shifts and structured handovers.
- Provide shift-level guidance to a team of 4-5 Service Desk Analysts while remaining hands-on in technical support delivery.
- Participate in major incident support service restoration activities and critical escalations during allocated shift.
- Coordinate with global ICT teams and stakeholders across multiple time zone
- Mentor team members and promote knowledge sharing
- Encourage collaboration and positive team culture.
- Escalate operational workload and people-related concerns when needed.
- Promote and comply with safety standards policies and procedures.
- Coordinate Service Desk operations in a 24x7 environment.
- Monitor ticket queues workload and SLA performance.
- Maintain clear communication with Service Desk management regarding shift performance risks and constraints
- Oversee critical incidents and priority escalations.
- Act as the first escalation point for complex technical issues.
- Provide advanced troubleshooting across end-user computing Microsoft 365 access connectivity and enterprise applications
- Coordinate with internal teams to resolve incidents.
- Ensure timely communication and accurate ticket documentation.
- Maintain ticket quality and support Problem Management activities.
- Create and improve knowledge articles and support documentation.
- Identify process improvements automation opportunities and operational efficiencies.
- Contribute to reporting KPIs and service reviews.
- Ensure adherence to ITIL practices governance and Service Desk standards
- Identify recurring issues and support Problem Management activities.
About you
Formal Education
- Degree diploma or equivalent qualification in Information Technology Computer Science or related discipline.
- ITIL Foundation certification preferred.
- Relevant Microsoft certifications desirable
Work Experience
- Minimum 6-7 years experience in IT Service Desk End User Support or ICT operational support environments.
- Experience working in 24x7 shift-based support operations.
- Experience providing day-to-day guidance or shift coordination for Service Desk Analysts.
- Proven experience handling escalations priority incidents and service restoration activities.
- Experience supporting enterprise ICT environments and global users.
Technical Leadership and Service Skills
- Strong understanding of ITIL Service Management processes including Incident Request Problem Change and Knowledge Management.
- Active Directory and Azure Active Directory administration
- Microsoft 365 Exchange Online Teams Intune and endpoint management.
- ServiceNow or equivalent ITSM platform experience.
- Strong troubleshooting across Windows hardware peripherals VPN network connectivity and enterprise applications.
- Shift coordination workload management coaching and mentoring analysts
- Strong stakeholder communication customer service and continuous improvement mindset
- Experience with Power BI operational reporting and service analytics desirable
Whats on offer
At Thiess our people are the heart of everything we do. Were committed to creating a workplace where everyone can thrive - safely confidently and with opportunities to grow.
- Competitive salary package.
- Ongoing training & development opportunities.
- A strong safety-first culture across all operations built on care respect and accountability.
- Range of corporate discounts including health insurance (Medibank) travel & retail products.
About Thiess
Thiess works with clients in Australia Asia and the Americas in the dynamic field of open-cut and underground mining.
The pioneering spirit of our founders the legendary Thiess brothers is our legacy and inspires our vision to harness the power of people and technology to drive sustainable change.
At Thiess you will have the opportunity to play a part in the global energy transition. We are growing our commodities portfolio to include metals and minerals critical to the energy transition and developing services to enable sustainable mining.
Were creating a culture of curiosity knowledge-sharing and continuous learning supporting our people to contribute to Thiess success and continued growth in sustainable mining.
Well support you in honing your skills and developing new ones taking on challenges and growing through mentorship collaboration and empowerment. We offer our people ongoing technical training and development opportunities so they can reach their full potential. We also invest in the workforce of the future with a range of programs for people starting their careers.
We recognise the value of an inclusive and diverse workplace through our vision of everyone matters always. Were focused on creating an inclusive environment to enable our people to bring their best self to work because they feel safe included and empowered.
MAKE YOUR MARK
Everyday all around the world Thiess supports and celebrates our people. We recognise talent and reward transparency. We champion diversity and embrace change.
Join us. Hone your skills and develop new ones. take on big challenges and grow through mentorship collaboration and empowerment.
Thiess is the place to make things happen.
About Capability Hub
Thiess Capability Hubs are a key part of how we deliver work globally - connecting skilled talent with business needs to provide high-quality efficient and scalable services across functions and regions. The Capability Hubs enable access to global capability supporting business growth while strengthening consistency performance and value delivery across Thiess.
Our Capability Hubs operate as an integrated extension of the business working in close partnership with Service Recipients to deliver outcomes that matter. With a strong focus on service discipline governance and continuous improvement the Hubs play a critical role in how Thiess operates and evolves.
MAKE YOUR MARK - GLOBALLY PEOPLE FIRST
Our Capability Hubs offer the opportunity to make your mark as part of a global business collaborating across diverse teams to connect global capability with local delivery.
You will contribute to shared success while building valuable professional experience in a supportive and respectful environment where your contribution is rewarded and your wellbeing is valued.
This experience is underpinned by four key pillars - Global Connection Meaningful Contribution Career Opportunities and a Values-led Culture - which define what it means to work within our Capability Hubs.
You will work globally with diverse teams broadening your perspective and deepening your expertise while contributing to meaningful outcomes that deliver value to the business.
You will also build practical experience and capability to support your ongoing career growth within a values-led culture where people are respected supported and recognised for their contribution.
How to Apply
This role is an opportunity to take the next step in your career. With our culture of recognition development and a stimulating and satisfying work environment there is no better time to join Thiess.
Please click the apply button below to apply for this role.
Thiess follows a Pre-Employment Process for all successful applicants which includes two employment references a National Police Check and a medical assessment. These checks are essential to your application and your recruiter will support you through the process.
Should you require assistance applying for this opportunity please contact us at
- Applications close
- India Standard Time
Required Experience:
Senior IC
About Company
A world-leading infrastructure, mining, services and public-private partnerships group.
