# Senior Service Desk Analyst

- Hands‑on, meaningful work solving complex technical issues and making a visible impact for customers
- Career growth and skill development through exposure to modern Microsoft technologies and challenging scenarios
- Supportive, collaborative team culture that values ownership, professionalism, and continuous improvement

At **Fusion5,** we help organisations go beyond with technology. As a leading ANZ-based technology transformation partner, we deliver connected solutions across Business Applications, Cloud, AI, Security, and Managed Services.

**Fusion5 India** is growing, and we’re looking for an experienced Senior Service Desk Analyst to play a key role in delivering exceptional frontline IT support to our global customers.

**The Role**

As a Senior Service Desk Analyst, you’ll provide advanced technical support across complex incidents and service requests, taking full ownership from initial contact through to resolution and closure. You’ll also play a critical role in major incident coordination, VIP support, and uplifting team capability through knowledge sharing.  This is a hands-on, customer-facing role for someone who thrives in fast-paced, high-impact environments.

**What You’ll Be Doing**

- Act as a primary point of contact for IT support across multiple channels
- Diagnose and resolve complex technical incidents beyond standard procedures
- Take end-to-end ownership of incidents and service requests
- Coordinate with Level 2/3 teams, vendors, and resolver groups
- Support and coordinate major incident response, including stakeholder communications
- Deliver high-quality support to VIP users and business-critical functions
- Create and maintain knowledge articles to improve service quality and efficiency
- Mentor and support team members through informal technical guidance
- Participate in after-hours/on-call rosters as required

**About You**
You are a customer‑focused, proactive professional who takes ownership of outcomes and communicates clearly with both technical and non‑technical stakeholders. Calm under pressure and collaborative by nature, you build strong relationships, handle escalations with confidence, and enjoy solving problems while continuously learning and improving.

**What You’ll Bring**

- 3-5+ years’ experience in a Service Desk or Technical Support role (MSP or enterprise)
- Strong experience handling complex incidents and escalations
- Solid understanding of ITSM / ITIL practices (ITIL Foundation preferred)
- Hands-on experience with the Microsoft ecosystem, including:

o   Windows OS

o   Microsoft 365

o   Azure & Entra ID

o   Intune / Autopilot

o   RMM and remote support tools

- Excellent communication and stakeholder management skills
- Calm, professional approach during high-pressure and major incident scenarios
- A strong customer-first mindset with proven service ownership

**Why Join Fusion5?**

- Work with modern Microsoft cloud technologies
- Collaborative, inclusive culture that values learning and ownership
- Opportunities to grow your technical depth and career
- Ready to Go Beyond?

If you’re passionate about technology, customer experience, and solving complex problems, please reach out to our Talent Acquisition Team (recruitment@fusion5.co.nz)