Service Desk Analyst
iManage, Chicago, IL, United States
We offer a flexible working policy that supports a healthy balance between personal and professional well‑being. This role requires in‑office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers, while also maintaining freedom for meaningful work‑life balance.
Being a Service Desk Analyst at iManage means… Your primary focus is resolving support tickets efficiently while delivering excellent customer service, detailed documentation, and a security‑conscious approach. You will serve as the face of IT in our Bangalore, India office, working independently yet closely connected to a global IT team in Chicago (Central Time), London, and Belfast.
Responsibilities include ownership of the end‑user support experience from first contact to resolution, ensuring employees remain productive and every interaction reflects iManage’s commitment to a high‑quality digital workplace. Additional duties cover IT onboarding for new India hires, participation in endpoint refresh cycles, and ongoing contributions to the Service Desk knowledge base.
Serve as the first point of contact for IT support requests, providing prompt, friendly, and effective assistance for hardware, software, and connectivity issues.
Manage the full lifecycle of L1 and L2 support tickets through the ITSM platform, focusing on fast closure, accurate documentation, and clear communication.
Troubleshoot and resolve issues across Windows and Mac laptops, desktops, mobile devices, Microsoft 365 applications, and common productivity tools, escalating to L3 or vendor support when appropriate.
Handle account and access support tasks including password resets, MFA enrollment, access provisioning and deprovisioning, and application access requests, following defined security and governance procedures.
Adhere to defined SLAs for response and resolution, keeping end users informed of ticket status and setting clear expectations, particularly when coordinating with global IT team members across time zones.
Support IT onboarding for new India hires, including device preparation, application provisioning, account setup, and a welcoming first‑day technology experience.
Participate in endpoint refresh cycles, including device assignment, Autopilot provisioning, hardware swap coordination, and ensuring returned devices are properly wiped and processed.
Contribute to and maintain the Service Desk knowledge base, writing clear, reusable articles for common issues and procedures.
Collaborate with global IT team members in Chicago, London, and Belfast to coordinate escalations, share context on recurring issues, and ensure consistent support practices across offices.
Core Technical Focus Areas
End‑user support and service desk operations (ticket management, SLA adherence, escalation handling)
Windows and Mac desktop/laptop troubleshooting and support
Microsoft 365 application support (Outlook, Teams, OneDrive, Office apps)
Identity and access support (Azure AD, password resets, MFA, conditional access)
Device provisioning, imaging, and endpoint refresh (Autopilot, Intune, MECM)
ITSM platforms and knowledge base management (Freshservice, Zendesk, Jira Service Management, or similar)
Endpoint security fundamentals (device compliance, BitLocker, endpoint protection, least‑privilege access)
Qualifications
3‑5+ years of experience in a Service Desk, IT Support, or Desktop Support role with a track record of high‑quality end‑user support and strong customer satisfaction.
Solid troubleshooting experience across Windows (10/11) and Mac OS environments.
Experience using an ITSM platform (ServiceNow, Jira Service Management, Freshservice, or similar) for ticket management, documentation, and SLA tracking.
Familiarity with remote support tools (Quick Assist, SCCM remote control, TeamViewer, or similar).
Proficiency supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and the Office suite.
Familiarity with identity and access management tasks including Azure AD, password resets, MFA enrollment, and basic conditional access concepts.
Strong customer service orientation with the ability to communicate clearly and patiently with non‑technical users.
Comfortable working independently as the primary on‑site IT presence, with judgment to prioritize requests, know when to elevate, and stay connected to a globally distributed team.
Bonus Points
ITIL Foundation certification or familiarity with ITIL concepts (incident, problem, change, and request management).
Prior experience supporting IT in a rapidly growing office environment, including standing up new workstations, managing hardware inventory, and supporting facilities‑related IT needs.
Experience supporting SaaS application access and troubleshooting, including SSO‑related issues and common user‑facing problems with cloud‑based tools.
Experience supporting AV and collaboration technology in conference rooms, including display systems, video conferencing hardware, and Microsoft Teams Rooms.
Getting To
Join a rapidly evolving, industry‑leading SaaS company on an exciting journey of growth and scalability.
Take on meaningful, high‑impact challenges by leveraging cutting‑edge technologies and best‑in‑class protocols to drive innovation.
Own your career path with our internal development framework—ask us more about this!
Expand your skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.
Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.
Enjoy flexible work hours that empower you to balance personal time with professional commitments.
Collaborate in a modern, open‑plan workspace with an inclusive environment.
Supporting
Creating an inclusive environment where you’re encouraged to help shape the culture by bringing your unique perspective.
Providing a market‑leading salary determined through a fair and consistent process.
Rewarding you with an annual performance‑based bonus.
Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay).
Offering comprehensive Health/Accidental /Life Insurance.
Encouraging use of a top‑tier flexible time off policy, including 21 paid leaves, 9 casual and sick, close to 10‑12 Indian holidays, and for other life events.
Having multiple company wellness days each year to prioritize mental health and well‑being.
Providing access to RethinkCare, a global behavioral health platform that enhances personal well‑being, strengthens professional resilience, and empowers parental success through expert‑led training and resources.
About iManage At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud‑enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data.
We continuously innovate to solve the most complex professional challenges and enable better business outcomes. iManage provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Learn more at: www.imanage.com. Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/ #LI-SR1 #LI-Hybrid
#J-18808-Ljbffr
Being a Service Desk Analyst at iManage means… Your primary focus is resolving support tickets efficiently while delivering excellent customer service, detailed documentation, and a security‑conscious approach. You will serve as the face of IT in our Bangalore, India office, working independently yet closely connected to a global IT team in Chicago (Central Time), London, and Belfast.
Responsibilities include ownership of the end‑user support experience from first contact to resolution, ensuring employees remain productive and every interaction reflects iManage’s commitment to a high‑quality digital workplace. Additional duties cover IT onboarding for new India hires, participation in endpoint refresh cycles, and ongoing contributions to the Service Desk knowledge base.
Serve as the first point of contact for IT support requests, providing prompt, friendly, and effective assistance for hardware, software, and connectivity issues.
Manage the full lifecycle of L1 and L2 support tickets through the ITSM platform, focusing on fast closure, accurate documentation, and clear communication.
Troubleshoot and resolve issues across Windows and Mac laptops, desktops, mobile devices, Microsoft 365 applications, and common productivity tools, escalating to L3 or vendor support when appropriate.
Handle account and access support tasks including password resets, MFA enrollment, access provisioning and deprovisioning, and application access requests, following defined security and governance procedures.
Adhere to defined SLAs for response and resolution, keeping end users informed of ticket status and setting clear expectations, particularly when coordinating with global IT team members across time zones.
Support IT onboarding for new India hires, including device preparation, application provisioning, account setup, and a welcoming first‑day technology experience.
Participate in endpoint refresh cycles, including device assignment, Autopilot provisioning, hardware swap coordination, and ensuring returned devices are properly wiped and processed.
Contribute to and maintain the Service Desk knowledge base, writing clear, reusable articles for common issues and procedures.
Collaborate with global IT team members in Chicago, London, and Belfast to coordinate escalations, share context on recurring issues, and ensure consistent support practices across offices.
Core Technical Focus Areas
End‑user support and service desk operations (ticket management, SLA adherence, escalation handling)
Windows and Mac desktop/laptop troubleshooting and support
Microsoft 365 application support (Outlook, Teams, OneDrive, Office apps)
Identity and access support (Azure AD, password resets, MFA, conditional access)
Device provisioning, imaging, and endpoint refresh (Autopilot, Intune, MECM)
ITSM platforms and knowledge base management (Freshservice, Zendesk, Jira Service Management, or similar)
Endpoint security fundamentals (device compliance, BitLocker, endpoint protection, least‑privilege access)
Qualifications
3‑5+ years of experience in a Service Desk, IT Support, or Desktop Support role with a track record of high‑quality end‑user support and strong customer satisfaction.
Solid troubleshooting experience across Windows (10/11) and Mac OS environments.
Experience using an ITSM platform (ServiceNow, Jira Service Management, Freshservice, or similar) for ticket management, documentation, and SLA tracking.
Familiarity with remote support tools (Quick Assist, SCCM remote control, TeamViewer, or similar).
Proficiency supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and the Office suite.
Familiarity with identity and access management tasks including Azure AD, password resets, MFA enrollment, and basic conditional access concepts.
Strong customer service orientation with the ability to communicate clearly and patiently with non‑technical users.
Comfortable working independently as the primary on‑site IT presence, with judgment to prioritize requests, know when to elevate, and stay connected to a globally distributed team.
Bonus Points
ITIL Foundation certification or familiarity with ITIL concepts (incident, problem, change, and request management).
Prior experience supporting IT in a rapidly growing office environment, including standing up new workstations, managing hardware inventory, and supporting facilities‑related IT needs.
Experience supporting SaaS application access and troubleshooting, including SSO‑related issues and common user‑facing problems with cloud‑based tools.
Experience supporting AV and collaboration technology in conference rooms, including display systems, video conferencing hardware, and Microsoft Teams Rooms.
Getting To
Join a rapidly evolving, industry‑leading SaaS company on an exciting journey of growth and scalability.
Take on meaningful, high‑impact challenges by leveraging cutting‑edge technologies and best‑in‑class protocols to drive innovation.
Own your career path with our internal development framework—ask us more about this!
Expand your skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.
Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.
Enjoy flexible work hours that empower you to balance personal time with professional commitments.
Collaborate in a modern, open‑plan workspace with an inclusive environment.
Supporting
Creating an inclusive environment where you’re encouraged to help shape the culture by bringing your unique perspective.
Providing a market‑leading salary determined through a fair and consistent process.
Rewarding you with an annual performance‑based bonus.
Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay).
Offering comprehensive Health/Accidental /Life Insurance.
Encouraging use of a top‑tier flexible time off policy, including 21 paid leaves, 9 casual and sick, close to 10‑12 Indian holidays, and for other life events.
Having multiple company wellness days each year to prioritize mental health and well‑being.
Providing access to RethinkCare, a global behavioral health platform that enhances personal well‑being, strengthens professional resilience, and empowers parental success through expert‑led training and resources.
About iManage At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud‑enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data.
We continuously innovate to solve the most complex professional challenges and enable better business outcomes. iManage provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Learn more at: www.imanage.com. Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/ #LI-SR1 #LI-Hybrid
#J-18808-Ljbffr