Analyst, Service Desk
Job no: 933135
Work type: Permanent Full Time
Location: India - Gurugram
Categories: IT
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
As the Analyst, you will:
- Act as the first point of contact for employees experiencing IT-related issues and service requests.
- Log, categorize, prioritize, and resolve incidents in line with agreed SLA and service standards.
- Provide support for Windows operating systems, Microsoft 365 applications, desktop devices, laptops, and peripherals.
- Perform Active Directory administration, including user account creation, password resets, and access management.
- Manage and update tickets through the incident management system, ensuring accurate documentation and timely resolution.
- Communicate proactively with users regarding ticket status, resolution timelines, and progress updates.
- Deliver a high level of customer service while managing user expectations during incidents and service disruptions.
- Collaborate with Infrastructure, Security, Applications, and ICT Operations teams to resolve complex technical issues.
- Escalate unresolved incidents to the appropriate support teams while ensuring ownership and follow-through.
- Support a global user base across multiple regions and time zones within a 24x7 service environment.
- Maintain high First Call Resolution (FCR) rates and contribute towards SLA achievement.
- Troubleshoot hardware, software, network connectivity, and user access issues.
- Document troubleshooting steps, resolutions, and technical procedures to maintain knowledge base articles.
- Identify recurring issues and contribute to root cause analysis and continuous improvement initiatives.
- Assist in reducing ticket backlogs and improving service desk performance metrics.
- Build and maintain positive working relationships with internal stakeholders and business users.
- Ensure all user interactions and support activities are properly documented and compliant with service desk processes.
- Contribute ideas and recommendations to improve service delivery, user experience, and operational efficiency
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
-
2-3+ years of experience in IT Service Desk, Helpdesk, or Desktop Support
- Experience working in 24x7 shift-based support operations.
- Proven experience handling escalations, priority incidents and service restoration activities.
- Experience supporting enterprise ICT environments and global users.
Technical and Service Skills
- Hands-on experience with Active Directory, Microsoft 365, Windows environments, and ticketing tools (ServiceNow preferred).
- Strong troubleshooting and problem-solving capabilities.
- Excellent written and verbal communication skills with a customer-focused approach.
- Ability to work effectively in a fast-paced, global support environment.
- Willingness to support 24x7 operations and collaborate with global teams
What's on offer
At Thiess, our people are the heart of everything we do. We're 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.
We’re creating a culture of curiosity, knowledge-sharing, and continuous learning – supporting our people to contribute to Thiess’ success and continued growth in sustainable mining.
We’ll 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. We’re 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 recruitmentindia@thiess.com
Advertised: India Standard Time
Application close: India Standard Time
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