Service Desk Analyst

We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance. Being a Service Desk Analyst at iManage means… Being the person employees turn to when technology gets in the way of their work. Your primary focus is resolving support tickets as efficiently as possible, with excellent customer service, consistent documentation, and always a security-conscious approach. You will be the face of IT in our Bangalore, India office, working with a high degree of independence while staying closely connected to a global IT team primarily based out of the United States (Chicago - Central Time Zone), with colleagues in the UK (London/Belfast – Greenwich Mean Time) as well. You will own the end-user support experience from first contact to resolution, keeping employees productive and ensuring every interaction reflects iManage’s commitment to a high-quality digital workplace. Beyond tickets, you will support IT onboarding for new India hires, participate in endpoint refresh cycles, and contribute to the Service Desk knowledge base. iM Responsible For… 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. Core Technical Focus Areas… 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) iM Qualified Because I Have… 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 Bonus Points if I Have... 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 iM Getting To… 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. iManage Is Supporting Me By... 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. About iManage… 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. We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding. So we’re looking for people who embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do. Whoever you are, whatever you do, however you work. Make it mean something at iManage. iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by the Law. 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. Learn more at: www.imanage.com Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/ #LI-SR1 #LI-Hybrid