Service Desk Analyst (MacOS experience needed)

What youll do:

We are currently seeking a Service Desk Analyst, based in our Mumbai office to be the first point of contact for all global service functions through phone, email and service desk.

The Global Service Desk Team is made up of six Service Desk Analysts and one Team Leader, who provide a strong, varied IT support for all Indicia Worldwide employees.

• Provide expert-level support for Mac systems and macOS, including installation, configuration, and troubleshooting.
• Diagnose and resolve hardware and software issues efficiently.
• Assist users with best practices for utilizing macOS features and applications.
•  Conduct system upgrades and maintenance to ensure optimal performance.
• Collaborate with IT teams to implement security protocols and manage updates.
• Installation of software on machines.
• Prioritise support tickets to ensure that business affecting issues are dealt in line with SLAs.
  • Positively representing the Service Desk and the company through direct contact with internal customers
  and suppliers.

What you'll bring:

• Experience in a previous IT service desk role or similar
• Candidates MUST have a proven experience with Mac hardware and the macOS environment.
• Strong troubleshooting skills and a deep understanding of common Mac OS issues.
• Extensive knowledge of software & hardware troubleshooting
• Experience using Microsoft Windows 10 and 11, Mac OS Environment, Mobile Device Management
• Experience with Windows Autopilot/Intune
• Understanding of networking principles
• Experience with user management within Windows Active Directory, password management, mailbox management, permissions management etc.
• Ability to support a range of networked peripherals, including printers and AV equipment
• Able to provide mobile support for iOS/Android OS mobile devices and knowledge of mobile MDM support software (desirable)

The softer skills that we believe, will help you thrive in this role:
You'll be working in a friendly, fast-paced environment, providing IT support both face-to-face and over the phone/video. This means, we are looking for someone who is a team player, has a can-do attitude, and most importantly someone who is confident in speaking to people of all levels.

• Confident in building and maintaining business relationships
• Excellent interpersonal and communication skills
• Advanced attention to detail and accuracy
• Able to work under pressure and in time constraints, holding strong organisational skills and the ability to handle a busy workload at times
• An approachable, flexible and professional attitude with the ability to effectively explain technical issues and provide an excellent standard of customer care

Role Requirements:

This role will involve working from our Mumbai office (West Malad) a few times a week.

We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates. If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.