Service Desk Analyst
nab · DLF Downtown, Sector 25A Phase 3, Block 3, Gurugram, IND ·
- Work mode
- Hybrid
- Employment
- Full time
- Category
- Support
- Experience
- 3+ years
Job Title:
Service Desk AnalystWork Type:
PermanentLocation:
DLF Downtown, Sector 25A Phase 3, Block 3It’s more than a career at NAB. It’s about more meaningful work, more global opportunities and more innovation beyond boundaries .
Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career.
NAB has established NAB Innovation Centre India as a centre for operations and technology excellence to support NAB deliver faster, better, and more personalized experience to customers and colleagues.
At NAB India, we’re ramping-up and growing at a very fast pace. Our passionate leaders recruit and develop high performing people, empowering them to deliver exceptional outcomes to make a positive difference in the lives of our customers and our communities.
Your New Role
- Serve as the first point of contact for users via phone, email, chat, and remote support, delivering excellent customer service and technical assistance.
- Manage user accounts by creating IDs, adding/removing users, updating permissions, and resetting, unlocking, or disabling access across applications.
- Diagnose, resolve, or escalate incidents and service requests in a timely manner while ensuring high levels of customer satisfaction.
- Provide 24x7 operational support for end users, including flexible shift coverage and general system administration activities.
- Troubleshoot and support issues related to authentication, account access, network & Wi-Fi, desktop systems, security, remote working, BIOS, Microsoft 365, and enterprise applications.
- Deliver technical support for End User Computing (EUC), Wintel environments, software distribution services, and IVR-based support channels.
- Understand business requirements and translate them into technical solutions that align with customer and organizational needs.
- Demonstrate the ability to work effectively across all organizational levels, collaborating with multiple client teams and cross-functional stakeholders.
- Maintain end-to-end understanding of technical services, including dependent infrastructure, applications, and service components.
- Collaborate with Workplace SMEs, service providers, and project teams to ensure successful service delivery, transitions, and continuous operational improvements.
- Contribute to service management processes, including incident, problem, change, configuration, capacity, availability, disaster recovery, asset management, monitoring, and alerting.
- Track and report service performance against KPIs, SLAs, service health metrics, and third-party contractual obligations while ensuring data quality controls.
- Drive continuous improvement by evaluating emerging technologies, recommending suitable solutions, adhering to security and architectural standards, and promoting knowledge sharing across teams.
What Will You Bring
- 5-8 years of experience providing technical support and service delivery in an enterprise ITIL-based environment.
- 3+ years of experience supporting workplace/end-user services in an enterprise environment.
- Strong experience in desktop, laptop, Windows OS, and application troubleshooting, including incident resolution within SLA.
- Hands-on experience with Microsoft Active Directory (AD) for user management, support, and implementation.
- Good knowledge of Microsoft Office products (Word, Excel, Outlook), including installation, repair, reinstallation, and troubleshooting.
- Working knowledge of industry-standard ticketing tools and service management processes.
- Basic understanding of network technologies, hardware, software, and enterprise applications/reporting systems.
- Excellent written, verbal, business communication, and interpersonal skills, with the ability to coordinate multiple stakeholders and third parties.
- Strong team player with proven time management, flexibility, and focus on delivering business outcomes in time-sensitive environments.
- Understanding of industry technology trends; relevant qualifications/certifications in ITIL, Microsoft, or a Technology-related discipline are desirable.
A diverse and inclusive workplace works better for everyone:
Our goal is to foster a culture that fills us with pride, rooted in trust and respect. NAB is committed to creating a positive and supportive environment where everyone is encouraged to embrace their true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.
More focus on you:
We’re committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities
Join NAB India:
This is your chance to join NAB India and along with your experience and expertise to help shape an innovation driven organisation that focuses on making a positive impact in the lives of its customers, colleagues and communities
To know more about us please click here
To know more about NAB Global Innovation Centres please click here
We’re on LinkedIn: NAB Innovation Centre India