Senior IT Service Desk Analyst at ASAPP

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

3+ years of end-user support/service desk experience
Self-learner attitude, ability to work independently, and outstanding problem solving skills
Excellent written and verbal communication skills
Good understanding of computer systems, mobile devices, and other tech products
IT assets management experience
Experience in at least 4 of the following areas: Networking; Collaboration tools (Google Suite, Office 365); Cloud services (Amazon Web Services, Google Cloud Platform, Azure, other); Directory services (LDAP, Active Directory); Identity management (Okta, Active Directory); SaaS platforms; Multi factor authentication (DUO, Google Authenticator); OS Troubleshooting (macOS, Linux and Windows)

Responsibilities

Provide technical support to staff as the first point of contact operating within given SLAs
Perform onsite or remote troubleshooting through diagnostic techniques and pertinent questions
Walk the customer through the problem-solving process
Follow-up and update customer status and information
Create technical documentation and how-to articles
Contribute to multiple projects and/or own a project within the Information Technology Services team
Provide on-call support

Skills

Key technologies and capabilities for this role

End-User SupportDesktop SupportTroubleshootingRemote SupportWorkflow AutomationService Desk TicketsSLA ManagementTechnical DocumentationDiagnostic TechniquesProblem Solving

Questions & Answers

Common questions about this position

What experience is required for the Senior IT Service Desk Analyst role?

You need 3+ years of end-user support/service desk experience, a self-learner attitude, ability to work independently, outstanding problem-solving skills, excellent communication skills, good understanding of computer systems and mobile devices, IT assets management experience, and experience in at least 4 specified areas like networking, collaboration tools, cloud services, directory services, identity management, SaaS platforms, MFA, and OS troubleshooting.

Is this position remote or hybrid, and where will I be working?

ASAPP embraces both hybrid and remote work across hubs in New York City, Mountain View, Latin America, and India. This role supports the Latam region and involves working alongside analysts in Buenos Aires and New York.

What is the company culture like at ASAPP?

ASAPP values customer obsession, purposeful speed, ownership, relentless focus on outcomes, working in tight skilled teams, clarity over complexity, and continuous evolution through curiosity, data, and craftsmanship. They seek technologists who thrive in fast-paced environments, love collaborating, and are driven by continuous learning and rapid pivots in a high-growth startup.

What salary or compensation does this role offer?

This information is not specified in the job description.

What makes a strong candidate for this Senior IT Service Desk Analyst position?

Strong candidates have a strong background in end-user/desktop support, genuine passion for helping people and solving complex problems independently, familiarity with the end-user lifecycle, troubleshooting, remote support, workflow automation, and timely ticket management, plus 'nice-to-haves' like deep MacOS/Linux knowledge, IAM, user lifecycle management, Intune experience, and technical onboarding/offboarding.

ASAPP

AI tools for enhancing customer service

About ASAPP

ASAPP provides AI-powered tools to improve customer service operations. Their main product is a conversational AI voice and chat agent that accurately transcribes calls, automates call summaries, and generates automated responses to enhance agent productivity. Targeting businesses with high volumes of customer interactions, such as call centers and support departments, ASAPP operates in the customer experience market, which is growing as companies focus on customer satisfaction. They offer their services through a subscription model, allowing clients to access their tools while ensuring ongoing updates. ASAPP's goal is to enhance human performance in customer service by addressing inefficiencies and providing insights that help businesses make informed decisions and improve customer experiences.

New York City, New YorkHeadquarters

2014Year Founded

$369.6MTotal Funding

SERIES_CCompany Stage

Enterprise Software, AI & Machine LearningIndustries

201-500Employees