IT Service Desk required on STL Payroll For UK Client

Role & responsibilities ;

Helpdesk Support Analyst to act as the first point of contact for end users of customer

across the business, working alongside AI virtual agents and automation to deliver fast,

high-quality first-line support. Working remotely through phone, chat, email, and the AI-

powered self-service portal, you will log, triage and resolve first-line incidents plus

service requests using AI-assisted classification, Copilot-style knowledge tools, and

automated fulfilment to resolve at first contact or route to the right team. This is a

customer-facing role at the front door of the Digital Workplace (DWP) function, operating

to clear first-response and resolution SLAs. Analyst should be working from Bangalore

office in rotational shifts.

Location: Bangalore, India

Shifts: Should be flexible for Night-Shift

Core Focus

You will handle standard IT support requests through phone, chat, email, and portals

while working side-by-side with AI chatbots to resolve issues and reduce ticket volume

faster.

Key Responsibilities

• Smart Triage: Log and route incoming tickets using AI classification tools.

• Issue Resolution: Fix routine problems like password resets, account unlocks,

and M365 errors.

• Knowledge Management: Create and update KEDB documents for AI-

searchable support guides.

• SLA Tracking: Monitor queues and meet strict response and resolution

deadlines.

• Diagnose, troubleshoot and either resolve or escalate to second-line / specialist

teams with full, high-quality notes; own the ticket through to closure.

• Experience, reporting & continual improvement Keep users updated with

clear, jargon-free communication; support shift handovers, contribute to trend /

CSAT reporting.

Candidate Requirements

• Essential Skills: 

Remote helpdesk experience with high-volume contact environment

• Hands-on troubleshooting of Microsoft 365 / Office (Outlook, Teams,

OneDrive) and Windows11 end-user issues.

• Experience with Active Directory / Entra ID account actions password

resets, unlocks, and group membership.

• Experiencing using ITSM Ticketing tool (Service Now/ Jira) to log and

manage incidents and requests.

• Working experience in SLA driven environment
• Excellent customer-service skills, telephone manner and written communication.

• Desirable Skills: 

• Experience using AI chatbots (like ServiceNow Virtual Agent or Copilot

Studio),

• Familiarity with Microsoft Copilot
• ITIL foundation awareness of incident, request, and problem

management.

• Experience in PCI DSS / regulated environments and awareness of

responsible AI use.