IT Service Desk Analyst

Job Title: IT Service Desk Analyst

Department: End User Support

Location:Bangalore, India

Experience: 4 6 Years

Employment Type: Full-Time

Role Overview

We are seeking a customer-focused IT Service Desk Analyst to join Terex’s End User Support organization. This is a hands-on and operationally focused role responsible for IT issue triage, executing playbook-driven support tasks, and supporting user access and service requests for Terex employees globally.

The IT Service Desk Analyst supports stable, secure, and productive end-user experiences by resolving common incidents and fulfilling repeatable service requests using standard procedures and knowledge articles, and by escalating more complex issues to the appropriate resolver teams. The role operates within a globally integrated, follow-the-sun support model, partnering closely with Desktop Side Support team, Desktop Engineering, Infrastructure, Security, and Application teams across regions.

Key Responsibilities

End User Support & Service Desk Operations

Provide day-to-day first-line support for Terex IT users globally across the Terex IT environment (hardware, operating systems, applications, and collaboration tools).

Log, categorize, prioritize, and triage incidents and service requests in line with defined SLAs, ensuring accurate assignment/routing using standard operating procedures.

Resolve common end-user issues by following playbooks (e.g., password resets/account unlocks, MFA guidance, Outlook/email sign-in issues, printing/peripheral issues, standard “how-to” requests) and collect basic diagnostics (screenshots, error codes, reproduction steps) to support escalation when required.

Execute routine, playbook-driven service desk activities including onboarding/offboarding administration and repeatable access/service requests such as new user setup steps, password resets and account unlocks, mailbox/shared mailbox access, distribution list/group membership updates,

Terex Corporation 200 Nyala Farm Road Westport, CT 06880 USA TEL [phone removed] FAX [phone removed] www.terex.com

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Teams/channel access requests, standard software installs, printer mapping/setup, and basic VPN setup guidance.

Incident Management & Advanced Troubleshooting

Perform structured incident triage using checklists, troubleshooting scripts, knowledge articles, and available tools (including Nexthink DEX solution where applicable); validate the issue, confirm impact/urgency, and determine the correct resolver group.

Escalate incidents that require deeper technical investigation via standard escalation paths, ensuring the ticket includes a complete triage package (symptoms, scope/impact, steps attempted, diagnostics, and user communications).

Collaborate with Desktop Side Support, Desktop Engineering, Infrastructure, Network, Security, and Application teams to support resolution of cross-domain incidents.

Communicate clearly with end users and stakeholders, providing timely updates, setting expectations, and confirming resolution prior to ticket closure.

Service Requests, Access & Device Support

Fulfil standard, repeatable service requests using documented playbooks (e.g., software installs, software access requests, VPN setup guidance, email/Outlook configuration support such as profile rebuild and signature setup, and standard device/peripheral requests) using documented procedures and automation where available.

Support user identity and access tasks as part of joiner/mover/leaver processes (e.g. password resets, account unlocks, MFA guidance, group/distribution list membership changes, shared mailbox permissions, Teams/channel access) in line with security policies and required approvals.

Provide support for collaboration and productivity tooling (e.g. email, MS Teams, O365) and common peripherals (docking, printers, headsets).

Support device lifecycle activities by coordinating with Desktop Side Support team (imaging, replacements, break/fix), and ensuring accurate asset and ticket records.

Problem Management, Knowledge & Change Enablement

Identify recurring incidents and contribute to problem management by capturing clear symptoms, steps to reproduce, and any applicable workarounds for follow-up by senior teams.

Create and maintain knowledge articles and standard ticket resolution notes for common issues and repeatable requests to improve first-contact resolution.

Support change implementation activities (communications, basic validation, hypercare support) and ensure service desk readiness by following updated procedures and knowledge content.

Ensure accurate ticket documentation, categorization, and reporting inputs to support service performance, auditability, and continuous improvement.

Terex Corporation 200 Nyala Farm Road Westport, CT 06880 USA TEL [phone removed] FAX [phone removed] www.terex.com

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Operational Excellence & Documentation

Follow and help improve service desk playbooks, knowledge articles, scripts, and runbooks to standardize triage and request fulfilment.

Manage assigned ticket workload to meet SLAs, maintain accurate status updates, and highlight risks or backlogs to service desk leadership.

Contribute to continuous improvement initiatives, including reducing repeat contacts, improving self-service, and identifying opportunities to simplify repetitive service desk tasks.

Participate in follow-the-sun operational support rotations as required, ensuring smooth handovers and consistent ticket updates.

Required Qualifications

Experience

3–5 years of overall IT service desk / end-user support experience in an enterprise environment.

Experience supporting end users across common workplace technologies (Windows endpoints, collaboration tools, identity/access basics, and business applications).

Strong operational discipline with experience in incident and request management within an ITSM framework and SLA-driven support environment.

Technical Skills

Hands-on experience delivering first-line service desk support with a customer-first approach.

Good troubleshooting skills across Windows OS basics, printers/peripherals, and basic connectivity checks (Wi-Fi/VPN) using documented steps.

Experience supporting identity and access requests (e.g., password resets, MFA guidance, access issues) and comfort following approval-based security processes.

Basic familiarity with endpoint management and remote support concepts, and ability to partner with EUC/desktop engineering teams for escalations.

Ability to document troubleshooting steps, resolution notes, and contribute to knowledge articles to improve support repeatability and first-contact resolution.

Experience working within ITSM processes, including incident and request management, with strong focus on ticket quality, customer communications, and timely follow-up.

Education

Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related discipline.

Terex Corporation 200 Nyala Farm Road Westport, CT 06880 USA TEL [phone removed] FAX [phone removed] www.terex.com

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Preferred Qualifications

Experience supporting a large-scale or global user base in a follow-the-sun support model.

Exposure to security and compliance requirements for end-user support (access controls, data handling, endpoint protection).

Experience working with resolver groups and following escalation processes, with clear communication to end users and stakeholders.

Familiarity with ITIL-based operational processes and service management tooling.

Certifications such as ITIL Foundation, Microsoft 365, or endpoint/support-related certifications.

Technology Stack at Terex (Service Desk & End User Support) Category Tools & Technologies

End User Devices

Laptops/Desktops • Mobile Devices • Peripherals

Operating Systems

Windows Desktop OS • Mobile OS (iOS/Android) (basic support)

Remote Support & Endpoint Management

Remote Assistance Tools • Endpoint Management Platform

Platforms

ITSM - ServiceNow, DEX – Nexthink, Chatbot - MoveWorks

ITSM & Operations

Incident • Request • Problem • Change Enablement

Knowledge & Self-Service

Knowledge Base • Self-Service Portal • Standard Support Runbooks