Service Desk Analyst - II

Business Operations & Programs Gurgaon, India


 Experience Level: 5 to 7 yrs.



As part of the Service Desk team. you will be expected to provide a high level of technical support to the internal business as well as other Rackspace locations, by working from support tickets and requests from the Service Desk. You will be responsible for meeting with internal employees and you would be expected to apply creative problem-solving techniques to identify the source of problems; keeping the customer informed; and identify subsequent escalation paths by making use of information passed on by Service Desk and the end users. You will be responsible for supporting the Rackers remotely and ensuring that the same processes and standards are followed. This position requires the individual to be able to work with minimal supervision and display a wide latitude for independent judgment.





  • Provide support for the TES Service Desk
  • Resolve telephone, remote & face to face queries.
  • Assist with Rackspace integration activities
  • Provide Phone cover for the TES Service Desk team
  • Update knowledge base and Rackspace One Wiki for known problems
  • Produce documentation and reports to direct Management’s satisfaction
  • Expand own technical and non-technical knowledge, of equipment and the business environment in which we are deployed
  • Support TES Service Desk Slack support channels.
  • Highly motivated and willing to adapt and change according to the needs presented
  • Be process driven to insure continual improvement of Desktop processes to fit in with changing business needs
  • Be available for On call duties where required
  • Support office 365 – Email support and licensing support
  • Highly motivated and willing to adapt and change according to the needs presented
  • Be process driven to insure continual improvement of Desktop processes to fit in with changing business needs
  • Carry out other responsibilities as determined by the Service Desk manager
  • Responsible for adhering to company security policies and procedure as directed
  • Be able to image & deploy workstations and laptops.
  • Have working experience with anti-virus and encryption tools
  • Have the ability to support networked multi-function printers
  • Have working experience with video conferencing equipment
  • Be able to troubleshoot and liaise with suppliers to resolve equipment issues
  • Be comfortable to provide face to face support to users of all levels
  • Follow established stock management process and policies.
  • Managing the ticket SLA’s within Service Now (SNOW)
  • Be able to travel to remote locations for support and maintenance. Sometimes at short notice.
  • Setting up workstations for new starters
  • Responsible for adhering to company security policies and procedure as directed
  • Resource scheduling to ensure adequate cover for Global Service Desk team

Office 365 / other tooling

  • Provide basic to intermediate troubleshooting on the 365 platform.
  • Provide support and actively assist with mailbox issues or user license provisioning
  • RSA management
  • Mobile procurement and support.
  • Provide support for Mobile Iron MDM solution.
  • Provide support / reporting for Apple Mac systems

Service Now

  • Incident and request management
  • Regular updates to end users
  • Managing incident SLA’s to ensure timely resolutions against TES Service Desk SLA’s and OLA’s
  • Logging all work and troubleshooting steps through SNOW

Stock Management

  • Responsible for monitoring stock levels
  • Responsible for ordering and management stock
  • Responsible for maintaining standards and tidiness
  • Processing deliveries to unpack and asset tag equipment
  • Responsible for tracking assets through SNOW.

Operating Systems

  • Proficient in Microsoft Windows 7 & Windows 10
  • Apple Macintosh OS X
  • iOS and Android


  • Troubleshoot, maintain, upgrade and the deployment of Dell OptiPlex workstations
  • Troubleshoot, maintain, upgrade and the deployment of Dell Latitude and Apple MacBook Pro laptops
  • Troubleshoot, Zoom video conference units which includes being available for Leadership meetings and testing the units prior to important meetings
  • Old equipment recycling
  • Image deployment for Microsoft Windows and Apple Macintosh
  • Troubleshoot and maintain printing solution
  • Troubleshoot and maintain HP, Xerox, Canon printers (MFP’s)


Key Accountabilities

  • A sound knowledge of current & emerging IT technologies.
  • Strong communication and interpersonal skills.
  • Can do approach.
  • Ability to go above and beyond in situations.
  • Highly motivated and willing to adapt and change according to the needs presented.
  • Strong ability to use own initiative and take proactive approach to problem solving.
  • Ensure that all assigned tickets are updated regularly for the users & your teams benefit.
  • Ensure that all work has been logged accurately to serve as updates to end users and a log for ITS team members.
  • Ability to prioritize by working closely with Service Desk to ensure all matters are attended to in a timely manner.


Key Performance Indicators (against each key accountability)


  • Responding to tickets, phone calls, and urgent issues within established TES SLA’s
  • SNOW Ticket management.
  • Punctuality and friendliness to the team and colleagues.
  • Availability to the Service Desk and other employees.
  • Where instructed, work with India based management counterpart on urgent tasks and issues.
  • New starter setups and desk relocations.
  • Mobile phone management
  • Receiving and monitoring stock to keep Service Desk updated and void outages.

About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.