Desktop Support Analyst - IT Operations

The Desktop Support Analyst will play a critical role within Quantum's global IT organisation, partnering closely with IT Operations and the IT Digital team to support end users, drive technology initiatives, and contribute to strategic internal projects. This position will be based in Bangalore, India, working in close coordination with the IT Operations team in Houston.

This role is an opportunity to be deeply involved in enterprise technology initiatives while delivering high-touch user support. The analyst will gain exposure to cloud technologies, modern workplace tools, digital transformation efforts, and cross-functional IT projects.

Key responsibilities include supporting cloud and document management platforms; participating in technology rollouts and migrations; assisting with software training initiatives; and delivering exceptional end-user support across enterprise applications and Quantum's broader digital programmes. The ideal candidate will be proactive, solutions-oriented, and eager to grow into expanded responsibilities within IT operations and systems administration.

Responsibilities:

• The Desktop Support Analyst's responsibilities are to provide end-user IT support and service delivery to Quantum users.
• Through knowledge of IT services and a drive to solve problems with technology, this individual will make a daily impact on the success of IT.
• Provide high-quality customer support with a customer-first mentality.
• Manage and action support requests using ITIL/ITSM principles.
• Provide Tier 1/2 IT support for a variety of standard end-user technologies and peripherals.
• Support and manage Windows, macOS, iOS, and Android devices.
• Provide basic administration of enterprise IT systems.
• Participate in assigned projects to ensure achievement of strategic goals and deliverables with team members on time and within budget.
• Create and update quality documentation of IT troubleshooting best practices, services, processes, policies, and cybersecurity.
• Process service requests as they arrive through the ticketing system, emails, manual entry, or direct customer input.
• Communicate with internal technical resources appropriately.
• Communication with customers/end-users as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer and management requests.
• Improve usage and increase productivity of IT support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Responsible for entering time and expenses as it occurs.
• Enter all work as service tickets into the ticketing system.
• Technical support may include as-needed remote support, printer support, replacement of equipment, and assistance with projects of this nature.
• Additional assistance with ongoing project work may be requested as needed by the IT Director or Team member.
• Consistently gain knowledge and/or certification in relevant or assigned technologies.
• Work collaboratively with your IT peers and the Quantum community to solve problems.

Requirements:

• BS or MS in an information technology-related field or equivalent combination of knowledge and experience.
• 6+ years' experience working in an enterprise support environment or an investment firm supporting end users, M365 and cloud technology.
• Strong knowledge of common operating systems (Win, macOS, iOS, and Android).
• Working knowledge of common enterprise end-user technologies (e. g., M365 Azure, BMS Kaseya, ADO, Ticketing, Teams, Zoom, and conference room technologies).
• Knowledge of the ITIL/ITSM framework for incident management.
• Strong organisational and communication skills, attention to detail, and drive to solve issues with technology.
• Familiarity with governance, risk and compliance policy implementation and maintenance.
• Working knowledge of network configuration and system administration.
• Ability to understand the 'big picture' as well as to dive into project-level details.
• Ability to establish and manage 'at scale' in a multi-region setup.
• Eagerness to learn and advance her/his career.
• Familiarity and prior experience with leading agile frameworks are a plus (e. g., Kanban, Scrum, SAFe).
• Critical thinker with extensive IT experience in building and deploying large-scale digital platforms.
• Comfortable with ambiguity and able to deal with a path forward that is not always well-defined.
• Change agent capable of working through implementation and adoption issues.
• One or more certifications in the following areas are preferred: Microsoft, CompTIA, ITIL/HDI, and Customer Service.
• Experience utilising device management technologies is a plus (e. g., Intune).

Highly Desired:

• Ability to deal with multiple, competing objectives.
• Ability to stay flexible and shift focus based on high-priority items.
• Ability to walk into a conference room during an active meeting to troubleshoot an issue and communicate with the requester regarding the issue.
• Breadth of knowledge, particularly in the areas of desktop, mobile, network and software, is a plus.
• Knowledge of standard software packages is a plus.