IT Service Desk Specialist

About the Company

Akana Services offers management consulting, IT consulting, and digital transformation support. It is a stable and profitable women-owned minority business enterprise (WBE) with more than 200 years of combined leadership experience. The organization has delivered services successfully for over 8 years and emphasizes high customer satisfaction. Its purpose is to help clients generate business value by building strong teams and maintaining a positive employee experience worldwide.

The firm advises clients on major business challenges and opportunities across strategy, marketing, organization, operations, technology, and mergers & acquisitions, serving a wide range of industries and geographies. It combines deep functional expertise with a broad, cross-functional perspective to create value across organizational boundaries.

Role Overview

This position is for an IT Service Desk Specialist based in Bengaluru, Karnataka, India, working on-site in the US time zone. Only candidates who can join immediately to within 15 days are suitable for this role.

Key Responsibilities

• Handle Tier 1 support requests and incidents using the organization’s internal ticketing platform.
• Resolve routine IT problems related to Microsoft 365, client-side applications, and general day-to-day computing issues using the tools available.
• Carry out basic Windows administration tasks such as password resets, email backup support, Outlook synchronization troubleshooting, and file or folder handling.
• Investigate and fix simple network connection issues and printer-related faults.
• Route complicated technical issues to Technical Support Specialist II or other appropriate support teams.
• Track open requests and follow up until they are closed within expected timelines.
• Record troubleshooting actions and help keep the knowledge base updated.
• Follow company IT policies, procedures, and compliance requirements covering password practices, documentation, access setup, and data protection.
• Reduce user disruption during unplanned outages by communicating clearly and resolving issues efficiently.
• Operate in an SLA-driven support environment and work with ServiceNow or a similar ITSM tool when applicable.
• Share regular operational updates with IT management and coordinate with teammates on support issues and staffing needs.

Skills and Experience Needed

The ideal candidate should have 3 to 4 years of experience in customer service or a help desk environment. Strong troubleshooting ability for Windows operating systems, Microsoft 365, and common desktop issues is important. A working knowledge of network connectivity and printer diagnostics is also required. The role calls for someone who can clearly document fixes, contribute to internal knowledge resources, and work comfortably in an SLA-based support process. Experience with ITSM platforms, especially ServiceNow, is preferred. Good communication skills and a proactive approach to resolving problems are essential.

Eligibility

Any graduate may apply for this position.

Work Conditions

This is an on-site role in Bengaluru, India. The position follows a US time shift.

Joining Requirement

Applicants must be available to join immediately or within 15 days.