IT Analyst-Service Desk

IT Analyst-Service Desk Full-time Location: India - Hyderabad Company: Mattel Global Business Services Company Description CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers. Job Description Job Description – Service Desk Agent Job Title: Service Desk Agent Location: India Hyderabad, Onsite (MTIC) Department: IT Infrastructure & Operations Reports To: Service Desk Lead Role Summary We are looking for a proactive and customer-focused Service Desk Agent to provide first-line IT support to users across multiple regions and time zones. The role is responsible for handling incidents and service requests related to hardware, software, access, and end-user technologies while delivering a high standard of customer service. The successful candidate will be part of a global support function and will play a key role in ensuring timely issue resolution, accurate ticket management, and positive end-user experiences. This role requires strong communication skills, technical troubleshooting capability, and a willingness to learn and develop within a fast-paced IT support environment. Key Responsibilities End-User Support Provide first-line technical support via phone, email, chat, and ITSM platform. Troubleshoot and resolve incidents related to hardware, software, printers, Microsoft 365, VPN, and user access issues. Support remote users using remote support tools. Escalate unresolved or complex issues to higher support teams where required. Incident & Request Management Log, categorise, prioritise, and manage tickets accurately within the ITSM tool. Ensure incidents and service requests are resolved within agreed SLAs. Maintain clear and accurate ticket updates and communication with users. Follow established support procedures and escalation processes. Customer Service & User Experience Deliver professional, courteous, and customer-focused support at all times. Keep users informed on ticket progress and resolution status. Contribute to a positive end-user experience through responsive and effective support. Knowledge Management & Process Adherence Follow documented SOPs and support processes. Contribute to knowledge articles and documentation updates where appropriate. Maintain compliance with IT security and operational standards. Team Collaboration Work collaboratively with Service Desk colleagues and wider IT teams. Participate in shift handovers and operational meetings. Support continuous improvement initiatives within the support function. Qualifications & Experience Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field preferred. 2–6 years of experience in an IT Service Desk or technical support environment. Familiarity with ITSM tools such as ServiceNow or similar platforms. Basic understanding of ITIL support processes preferred. Experience supporting Windows OS, Microsoft 365, laptops, mobile devices, and remote access tools. Key Skills Strong customer service and communication skills. Good troubleshooting and problem-solving capability. Ability to work effectively in a team environment. Strong attention to detail and organisational skills. Willingness to learn and adapt in a fast-paced environment. Positive, professional, and customer-focused attitude. Why Join Us? Opportunity to join a growing global IT support organisation. Exposure to enterprise technologies and international operations. Collaborative and supportive team culture. Career development and progression