Service Desk Analyst (L1 / L2)

Role Overview:

Join Supra ITS as a Service Desk Analyst (L1 / L2) in Chennai, India. This role requires a process-driven IT support professional who enjoys solving problems, supporting global customers, and working in a disciplined, security-first Managed Services environment.

Key Responsibilities:

• Serve as the first or second level point of contact for IT incidents and service requests
• Log, categorize, prioritize, and resolve tickets per ITIL and SLA standards
• Troubleshoot Windows, macOS, Microsoft 365, and endpoint issues
• Perform Active Directory and Azure AD tasks (based on level)
• Handle escalations with complete diagnostics and documentation
• Follow zero-trust, least-privilege, and identity verification policies
• Maintain clean, audit-ready ticket notes and time entries
• Contribute to SOPs, knowledge base articles, and service improvements
• Collaborate with NOC, SOC, Cloud, and Engineering teams

Qualification Required:

• Strong Understanding Of Windows 10/11 and basic macOS
• Proficiency in Microsoft 365 (user to admin level depending on role)
• Knowledge of Active Directory and Azure AD fundamentals
• Understanding of networking basics (TCP/IP, DNS, VPN)
• Familiarity with ticketing and RMM tools
• MSP experience preferred
• Strong written and verbal English communication skills
• Detail-oriented and process-driven with structured work approach
• Comfortable working in a hybrid and shift-based environment
• 17 years of experience in IT Service Desk / Technical Support
• Experience supporting global or North American customers preferred
• ITIL Foundation or Microsoft certifications are strong assets
• Experience in SOC2 / ISO-controlled environments is a plus

Note: Leveling as L1 or L2 will be based on experience, skills, and demonstrated capability. Role Overview:

Join Supra ITS as a Service Desk Analyst (L1 / L2) in Chennai, India. This role requires a process-driven IT support professional who enjoys solving problems, supporting global customers, and working in a disciplined, security-first Managed Services environment.

Key Responsibilities:

• Serve as the first or second level point of contact for IT incidents and service requests
• Log, categorize, prioritize, and resolve tickets per ITIL and SLA standards
• Troubleshoot Windows, macOS, Microsoft 365, and endpoint issues
• Perform Active Directory and Azure AD tasks (based on level)
• Handle escalations with complete diagnostics and documentation
• Follow zero-trust, least-privilege, and identity verification policies
• Maintain clean, audit-ready ticket notes and time entries
• Contribute to SOPs, knowledge base articles, and service improvements
• Collaborate with NOC, SOC, Cloud, and Engineering teams

Qualification Required:

• Strong Understanding Of Windows 10/11 and basic macOS
• Proficiency in Microsoft 365 (user to admin level depending on role)
• Knowledge of Active Directory and Azure AD fundamentals
• Understanding of networking basics (TCP/IP, DNS, VPN)
• Familiarity with ticketing and RMM tools
• MSP experience preferred
• Strong written and verbal English communication skills
• Detail-oriented and process-driven with structured work approach
• Comfortable working in a hybrid and shift-based environment
• 17 years of experience in IT Service Desk / Technical Support
• Experience supporting global or North American customers preferred
• ITIL Foundation or Microsoft certifications are strong assets
• Experience in SOC2 / ISO-controlled environments is a plus

Note: Leveling as L1 or L2 will be based on experience, skills, and demonstrated capability.