Global IT Service Desk Analyst

Driven by transformative digital technologies and trends, we are RIB and we’ve made it our purpose to propel the industry forward and make engineering and construction more efficient and sustainable. Built on deep industry expertise and best practice, and with our people at the heart of everything we do, we deliver the world's leading end-to-end lifecycle solutions that empower our industry to build better.

With a steadfast commitment to innovation and a keen eye on the future, RIB comprises over 2,500 talented individuals who extend our software’s reach to over 100 countries worldwide. We are experienced experts and professionals from different cultures and backgrounds and we collaborate closely to provide transformative software products, innovative thinking and professional services to our global market. Our strong teams across the globe enable sustainable product investment and enhancements, to keep our clients at the cutting-edge of engineering, infrastructure and construction technology.

We know our people are our success – join us to be part of a global force that uses innovation to enhance the way the world builds.

Find out more at RIB Careers.

Position: Global IT Service Desk Analyst

Experience Required: 5 Years

Location: Nashik, India

Your Responsibilities (Service Desk / Operations)

Ticket Intake & Qualification:

Review and validate all incoming incidents and service requests, ensure complete and structured information, and collect missing details from end users where necessary.

Ticket Dispatching & Coordination

Categorize and route tickets to the appropriate support teams based on the Global IT Service Catalogue, ensuring tickets contain clear descriptions, impact, and relevant technical details.

End User Communication

Act as the global Single Point of Contact (SPOC) for IT support requests, maintain professional communication with end users, and ensure transparency throughout the ticket lifecycle.

Knowledge-Driven Support

Resolve standard service requests using the Global IT Knowledge Base and execute predefined First Level operational tasks such as password resets, account administration, or other documented procedures.

Knowledge Base Contribution

Actively contribute to the development and continuous improvement of the Global IT Knowledge Base by documenting recurring issues, solutions, and best practices.

Major Incident Detection & Escalation

Identify potential Major Incidents based on business impact and urgency, initiate the escalation process, and notify the Escalation Manager / Global IT Service Manager to ensure rapid response.

Ticket Quality & Process Compliance

Maintain high standards for ticket documentation, categorization, and process adherence to support efficient incident resolution and service delivery.

Your profile

Experience in IT Service Desk, Helpdesk, or IT Support environments.

Experience working with IT Service Management platforms (e.g., Jira Service Management, ServiceNow, HaloITSM).

Strong analytical and documentation skills with a structured, process-oriented working style.

Excellent English communication skills (spoken and written).

Strong customer service orientation and ability to communicate effectively with global end users.

Ability to manage and prioritize multiple requests in a dynamic IT support environment.

Advantageous – Certifications / Additional Knowledge

Basic understanding of ITIL-based service management processes.

Experience supporting Microsoft 365, Windows or endpoint environments.

Basic understanding of Identity & Access Management concepts (user lifecycle, access requests, group management).

Experience working in international or distributed IT environments.

Experience contributing to knowledge bases or documentation platforms (e.g., Confluence).

RIB may require all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

RIB is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join RIB to create the transformative technology that enables our customers to build a better world.