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Service Operations Analyst

2 hours, 23 minutes ago
India
Full-time
Junior
Customer Support
Customer and Technical Support
Active Directory Azure
Apply Now
The Missing Link

The Missing Link

The Missing Link is a leading IT consulting and support company that offers IT & Cloud, Cyber Security, and Automation solutions to help businesses achieve their goals. With over 20 years of experience, they provide tailored services to meet current bu...

Internet Software & Services
51-250
Founded 1997
View All Jobs 3

Description

  • Provide first-line technical support by resolving incidents and service requests in line with documented processes and SLAs.
  • Manage operational support tasks such as user onboarding and offboarding, mailbox administration, and access requests.
  • Triage, prioritise, and escalate tickets based on urgency, impact, customer priority, and team capacity.
  • Maintain accurate ticket notes, documentation, time records, and customer communication records.
  • Work closely with customers and internal teams to deliver effective service outcomes.
  • Contribute to knowledge sharing and continuous improvement initiatives.
  • Troubleshoot issues across end-user devices, applications, and cloud platforms.
  • Support service delivery in accordance with ITIL-based processes and operational standards.

Requirements

  • Minimum 3 years of professional work experience, including at least 1 year in the IT industry.
  • Experience providing technical support in a service desk or service operations environment.
  • Experience managing user administration, access requests, and operational support activities.
  • Strong experience with Microsoft 365, Entra ID, Active Directory, Windows 10/11, and Azure administration.
  • Experience with incident management, service request fulfilment, and ticket triage in SLA-driven environments.
  • Experience with remote monitoring, management, and support tools in managed services or enterprise environments.
  • Strong customer service focus with clear and professional communication skills.
  • Ability to prioritise workloads and work effectively in a fast-paced environment.
  • Strong attention to detail and commitment to documented processes.
  • Microsoft Certifications (desirable).
  • ITIL Foundation Certification (desirable).
  • Previous MSP or cloud services experience is highly regarded.

Benefits

  • Structured onboarding, mentoring, and career development support.
  • Hybrid working and flexibility to do your best work anywhere.
  • Opportunity to join a respected, award-winning company backed by Infosys.
  • A collaborative and supportive Service Experience team.
  • Events, training, and team days to build connection.
  • Exposure to a wide range of technologies, customers, and business environments.

Interested in this position?

Apply directly on the company website

Apply Now

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