Service Desk Analyst

About IDP

IDP stands as the global leader in international education services, dedicated to facilitating global success for students, test takers and our valued partners. Our approach combines trusted human relationships with innovative digital technology and comprehensive customer research, ensuring tailored support that meets diverse educational aspirations around the world. As an Australian-listed company, IDP operates in over 50 countries, creating a truly global footprint with a local touch.

Our workforce comprises more than 7,000 talented individuals from a rich tapestry of nationalities, ages and cultural backgrounds. This diversity fuels creativity and deep understanding of local markets, while our customer-first mindset drives all our actions. Empowered by cutting-edge global technology, our teams deliver unparalleled services that transform local dreams into international realities.

Joining IDP means becoming part of a dynamic environment where personal growth is fostered, collaboration is encouraged and every voice matters. For more information about our culture, values and career opportunities, please visit www.careers.idp.com.

Role purpose

As a Service Desk Analyst within the GDTS - Global Digital Technology Service team at IDP Education Services India LLP, you will be at the forefront of ensuring seamless IT service delivery and support. Your primary purpose will be to act as a critical point of contact for internal users, efficiently managing and resolving technical issues to enable uninterrupted business operations.

In this role, you will handle incident and service request management in accordance with defined ITIL processes, providing timely and accurate support via multiple channels including phone, email, and ticketing systems. Your expertise and professional communication will contribute to a positive user experience, while your ability to prioritise and escalate complex issues ensures swift resolution aligned with organisational priorities.

Collaborating closely with other IT teams, you will play an essential role in problem identification and service improvement initiatives, supporting the continuous enhancement of technology and processes that underpin IDP’s education services worldwide.

Key accountabilities

• Provide first-line support for all IT incidents and service requests raised by users, ensuring professional and courteous assistance at all times.
• Accurately log, categorise and prioritise incoming service desk tickets, maintaining detailed and up-to-date documentation of issues and resolutions.
• Diagnose and resolve hardware, software, network, and application problems swiftly, utilising available knowledge bases and tools.
• Escalate unresolved or complex incidents to second or third-line support teams, coordinating follow-up to ensure timely resolution.
• Maintain communication with end-users regarding ticket progress and solution steps, bridging technical knowledge gaps with clear and effective explanations.
• Support service availability and performance by monitoring systems, identifying recurrent issues, and proposing preventive controls to the technical teams.
• Contribute to the continuous improvement of service desk processes, workflows and documentation, enhancing service quality and efficiency.
• Participate actively in change management and release activities as needed, collaborating with cross-functional teams to minimise disruption and risk.
• Engage in ongoing professional development to keep up-to-date with emerging technologies and best practices relevant to the role.
• Adhere to company policies, data security standards and privacy regulations while handling sensitive information.

Required experience

• Proven experience working as a Service Desk Analyst or in a similar IT support role, ideally within a global or multi-site environment.
• Familiarity with ITIL framework and service management best practices, including incident, request, problem and change management processes.
• Strong technical troubleshooting skills across a variety of hardware platforms, operating systems (Windows preferred), and common business software applications.
• Ability to work efficiently using service desk tools and ticketing systems to manage incident lifecycle and track metrics.
• Excellent communication skills, with the capability to explain technical information clearly to non-technical users, fostering positive relationships.
• Customer service orientation with a proactive, solution-driven mindset and the capacity to manage multiple concurrent priorities.
• Experience collaborating with cross-functional IT teams, demonstrating adaptability and teamwork in fast-paced environments.
• A degree or relevant certification in IT, such as CompTIA A+, ITIL Foundation, or equivalent, will be considered an advantage.
• A commitment to continuous learning and professional growth within technology support disciplines.