Service Desk Analyst

Noida
December 3, 2025
Full Time
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Job Description

Pitney Bowes is a global leader in shipping, mailing, logistics, and financial services, supporting 90%+ of Fortune 500 companies. With a global footprint and a strong technology focus, PB simplifies mailing and parcel workflows for businesses of all scales.

Culture values:
Client. Team. Win. Innovate.

About the Role

As a Service Desk Analyst – Level 1, you will be the first point of contact in delivering exceptional technical support to Pitney Bowes employees across communication channels: phone, email, and chat. You will handle incident resolution for endpoint devices, identity/access issues, collaboration tools, and more while ensuring accurate ticket logging and SLA compliance.

Key Responsibilities

  • Respond to L1 tickets within SLA and log all details in the ITSM tool
  • Troubleshoot:
    • Microsoft 365 (Outlook, Teams, OneDrive)
    • Windows 10/11 device issues
    • Identity & access issues (Entra ID / Azure AD)
    • VPN, Zscaler, RingCentral, printing problems
  • Perform secure user identity verification
  • Execute password and MFA resets
  • Provide remote assistance using tools like Quick Assist / Intune
  • Follow SOPs, contribute to Knowledge Base (KCS aligned)
  • Escalate incidents to relevant L2 groups when needed
  • Maintain compliance with data privacy and call recording policies
  • Participate in high-severity bridge calls as required

Qualifications

  • Bachelor’s degree or equivalent experience
  • 1–3 years in IT Service Desk / EUC Support
  • Strong communication in English
    (French/German knowledge is a plus)
  • Familiarity with:
    • Microsoft 365 suite
    • Azure/Entra ID
    • Intune Endpoint Manager (basic)
    • VPN / Zscaler
    • Jira Service Management (preferred)
  • Excellent troubleshooting skills and documentation discipline

What Pitney Bowes Offers

  • Career growth & continuous learning opportunities
  • Inclusive culture encouraging innovation and diverse ideas
  • Unique and challenging projects in a transforming environment
  • Global benefits (PB Live Well)

Key Skills for Resume Matching

Microsoft 365 | Windows | Azure AD | Intune | VPN | Zscaler | RingCentral | ITSM | Jira | Troubleshooting | Customer Service | Printing Support | SLA Management | Remote Assistance

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