Service Desk Analyst

About IDP

IDP Education Services India LLP is a key part of IDP, the global frontrunner in international education services. We connect learners with educational opportunities worldwide, leveraging strong human connections, innovative digital technology, and comprehensive customer insights to facilitate global success.

With operations spanning over 50 countries and a diverse workforce of more than 7,000 professionals representing a variety of cultures and backgrounds, IDP is dedicated to fostering an inclusive, customer-centric environment. We harness cutting-edge global technologies to empower our teams and deliver exceptional services, turning aspirations into achievements for students and partners alike.

Joining IDP means becoming part of a pioneering organisation committed to education and innovation. Visit www.careers.idp.com to explore more about our culture, values, and career opportunities.

Role purpose

The Service Desk Analyst role at IDP Education Services India LLP is pivotal within the GDTS - Global Digital Technology Service function, based at our Chennai Digital Campus. This position offers a unique opportunity to be the first point of contact for internal stakeholders, providing expert technical support and incident resolution to ensure seamless IT service delivery.

The successful candidate will manage and resolve a broad range of IT issues, facilitating business continuity and supporting IDP’s dynamic global operations. Through a combination of technical proficiency, strong communication skills, and a customer-focused approach, you will contribute to enhancing user experience and operational efficiency within a fast-paced, technology-driven environment.

This role promises professional growth through exposure to diverse technologies and collaboration with global teams, making it an ideal position for those passionate about IT service management and eager to impact international education services positively.

Key accountabilities

• Primary point of contact: Act as the frontline support for all IT-related inquiries and service requests from colleagues across IDP's global operations.
• Incident and request management: Log, categorize, prioritise, and resolve various incidents and service requests effectively using IT service management tools, adhering to defined SLAs.
• Technical troubleshooting: Diagnose hardware, software, and network issues; provide quick and accurate resolutions or escalate to appropriate technical teams when necessary.
• Service continuity: Ensure minimal disruption by facilitating timely problem resolution, coordinating with other IT teams, and maintaining accurate documentation of incidents and solutions.
• Knowledge management: Contribute to and maintain a comprehensive knowledge base to support consistent service delivery and empower end-users with self-help resources.
• User support and training: Assist users in navigating systems and applications, providing guidance and training where applicable to enhance user competence and confidence.
• Collaboration: Work closely with global IT teams to implement service improvements, participate in technology rollouts, and align support services with organisational goals.
• Continuous improvement: Identify trends and recurring issues to recommend and implement process enhancements, helping optimise support functions and user satisfaction.
• Compliance and security: Uphold organisational policies and standards related to data protection, IT security, and confidentiality in all dealings.

Required experience

• Proven experience: Demonstrated success in a service desk or technical support role within a complex, technology-driven environment, preferably with global exposure.
• Technical knowledge: Strong understanding of IT infrastructure components including operating systems (Windows/Linux), networking concepts, hardware troubleshooting, and common business applications.
• IT service management proficiency: Familiarity with ITIL frameworks and proficiency in using ticketing systems and remote support tools to manage and resolve incidents efficiently.
• Communication skills: Excellent interpersonal and written communication skills, with the ability to convey technical concepts clearly to diverse stakeholders.
• Problem-solving aptitude: Analytical thinker with the capability to identify issues quickly, develop solutions, and apply them effectively under pressure.
• Customer-focused approach: Commitment to delivering outstanding service and building positive relationships with users from varied cultural and professional backgrounds.
• Adaptability and teamwork: Comfortable working in a fast-paced, evolving environment, collaborating with cross-functional, multiculturally diverse teams.
• Qualifications: Relevant certifications such as CompTIA A+, ITIL Foundation, or equivalent are highly advantageous.
• Language skills: Proficiency in English is essential; additional language skills are beneficial given the global scope of the organisation.