Service Desk Analyst

Skills this role screens for

About the role

Monster Energy is hiring for the role of Service Desk Analyst!

The work

Responsibilities of the Candidate

• Serve as the first point of contact for Monster Energy employees across APAC, handling technical support requests by phone, Microsoft Teams, email and the ServiceNow self-service portal.
• Log, categorize, prioritize and track all incidents and service requests in ServiceNow, and monitor the queue so tickets are resolved and closed within SLA with clear troubleshooting and resolution notes.
• Diagnose and resolve hardware, software and connectivity issues remotely using remote support tools, and provide walk-up support at the India office in partnership with local Desktop Support.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint and the Office apps.
• Manage user accounts, group memberships and password resets in Active Directory and Microsoft Entra ID, including Multi-Factor Authentication (MFA) and self-service password reset support.
• Enroll, configure and troubleshoot Windows, macOS and iOS devices in Microsoft Intune, including app deployment, compliance policies and remote lock, wipe.
• Support remote onboarding and offboarding, including account provisioning, access requests, and coordinating equipment logistics with local offices and vendors, and keep asset and software license records in ServiceNow accurate.
• Identify and escalate major incidents under incident management procedures, route issues with complete information to the right resolver groups (Desktop Support, Infrastructure, Applications, Security), and work with APAC vendors such as wireless carriers and hardware providers to resolve issues.
• Create and maintain ServiceNow knowledge base articles in English and, where appropriate, Hindi; guide users to self-service solutions; provide basic end-user training; and tell APAC users about relevant system changes.
• Provide follow-the-sun coverage by giving clear shift handoffs to the Americas and EMEA Service Desk teams, work flexible schedules that include occasional after-hours or weekend support for critical issues, and follow IT, security and local data privacy policies.

Who they want

Requirements

• Prefer a Bachelor's Degree in the field of -- Information Systems, Computer Science, or a related field
• Flexible to work 6:30 AM to 3:30 PM IST, Monday through Friday, ensuring seamless support coverage across multiple time zones and maintaining service availability during designated support hours.
• Additional Experience Desired: Minimum 1 year of experience in an IT help desk role using a ticketing system
• Additional Experience Desired: Between 1-3 years of experience in supporting users in multiple countries
• Computer Skills Desired: Windows and Microsoft 365 in an enterprise environment. Active Directory and ITIL-based processes (incident, request, and problem management), ServiceNow ITSM
• Preferred Certifications: CompTIA A+, ITIL 4 Foundation, and/or Microsoft certifications (e.g., Microsoft 365 Certified: Endpoint Administrator Associate) preferred
• Additional Knowledge or Skills to be Successful in this role: Fluent in English and Hindi, both written and spoken