Analyst I Infrastructure Services

Accountabilities:: Lead and coordinate the daily activities of the onsite IT support team, allocating and prioritising incidents, service requests, and operational tasks. Ensure adequate support coverage during agreed business hours and coordinate shifts, leave, and backup arrangements to maintain service continuity. Act as the first point of escalation for operational and technical issues requiring onsite intervention. Conduct regular team reviews and ensure adherence to established support processes and procedures. Provide and oversee onsite support for desktops, laptops, monitors, docking stations, printers, and other workplace peripherals. Support Windows operating systems, Microsoft 365 applications, and standard enterprise workplace tools. Coordinate the troubleshooting of hardware, software, connectivity, and user-access issues. Oversee device installation, configuration, replacement, refresh, and decommissioning activities. Provide onsite assistance for meeting-room and collaboration technology issues where required, coordinating with remote resolver teams for specialised support. Monitor incidents and service requests to ensure timely resolution within agreed service-level agreements (SLAs). Ensure tickets are correctly assigned, regularly updated, and closed with clear resolution details. Follow up on ageing, breached, and high-priority tickets. Coordinate onsite activities during major incidents and work with resolver teams to address recurring issues and identify permanent solutions. Support IT asset allocation, movement, collection, replacement, documentation, and inventory tracking. Monitor the availability of commonly required replacement equipment and peripherals, and support periodic asset verification and reconciliation. Ensure devices and equipment are handled in accordance with security and asset-management procedures. Serve as the primary operational contact for onsite workplace support, coordinating with business users, service desk teams, infrastructure specialists, vendors, and other resolver groups. Communicate updates on critical incidents, service issues, risks, delays, and operational dependencies to relevant stakeholders. Coordinate vendor visits and third-party support activities when required. Track service performance against agreed SLAs and operational targets, reviewing ticket backlogs, ageing, and recurring issues. Provide regular operational status reports, participate in service reviews and meetings, and identify opportunities for automation and service improvement. Maintain operational documentation, knowledge articles, and support procedures. Ensure compliance with organisational processes, security policies, and applicable incident, change, request, asset, and access-management procedures. Obtain the required approvals before performing controlled activities and support relevant audit and compliance requirements. Requirements: Strong professional experience in onsite IT support, End User Computing (EUC), or workplace support. Previous experience leading or coordinating a team of desktop support or onsite IT support engineers. Strong technical knowledge of Windows desktop and laptop support, Microsoft 365 applications, hardware, and workplace peripherals. Experience troubleshooting hardware, software, user-access, and connectivity issues, including basic LAN and Wi-Fi support. Good understanding of enterprise end-user support environments and IT asset lifecycle management. Practical experience managing incidents and service requests, including ticket prioritisation, escalation, tracking, and resolution. Working knowledge of ITIL-based service management processes. Experience using enterprise IT service management and ticketing platforms such as ServiceNow or equivalent tools. Ability to manage escalations, prioritise competing operational demands, and maintain service quality under pressure. Strong customer orientation and stakeholder-management skills, with the ability to coordinate effectively across business users, vendors, and technical teams. Good written and verbal communication skills, including the ability to provide clear operational updates and document technical procedures. Ability to collaborate effectively with remote infrastructure and specialised resolver teams. A bachelor's degree or diploma in Information Technology, Computer Science, Engineering, or a related discipline is preferred. ITIL Foundation certification is preferred. Microsoft, desktop support, or workplace technology certifications are advantageous. Previous experience supporting large enterprise organisations or regulated environments would be beneficial. Key competencies include team leadership, ownership, accountability, technical troubleshooting, SLA management, incident and escalation handling, planning, prioritisation, compliance discipline, problem-solving, and continuous improvement. Benefits: Full-time employment opportunity based in Bangalore, India. Workplace model that prioritises in-person collaboration while offering flexibility to support wellbeing, productivity, and different working styles. Opportunity to lead onsite IT support activities in an enterprise infrastructure environment. Exposure to cross-functional collaboration with business stakeholders, infrastructure teams, vendors, and service management specialists. Opportunity to contribute to operational improvements, service quality, and enterprise technology support. Specific salary, healthcare coverage, paid leave, incentives, and additional benefits were not detailed in the source job description.