Service Desk Analyst - Level 1 Support

Join Supra ITS: We Are Hiring PAN-India for our Atomic North Satellite Office in Chennai.

There is an immediate need for a Service Desk Analyst (L1 / L2) located in Chennai, India. If you are a process-driven IT support professional who enjoys solving problems, supporting global customers, and working in a disciplined, security-first Managed Services environment, this role is for you.

This is not a call-center role. You will be expected to follow structured processes, document your work rigorously, and take ownership of incidents and service requests while meeting SLA, security, and compliance requirements.

LOCATION – CHENNAI, TAMIL NADU (HYBRID)

Founded in 1999, Supra ITS is a globally trusted IT partner delivering Managed IT, Cybersecurity, Digital Transformation, Application Services, and Business Process Outsourcing (BPO). Headquartered in Mississauga, Ontario, Supra ITS operates with 650+ employees worldwide, including 24×7 Network Operations Centers (NOCs) in Canada and India.

Supra ITS provides a full spectrum of IT solutions including infrastructure modernization, cloud platforms, server and network management, private cloud, disaster recovery, service desk support, and advanced security services. With a security-first mindset and SLA-driven delivery model, Supra ITS takes ownership of mission-critical IT environments so customers can focus on growth.

In 2021, Canon Canada made an equity investment in Supra ITS, recognizing a shared vision to deliver world-class technology and managed services across North America.

What began as a strategic investment has evolved into an integrated partnership—combining Canon's innovation and enterprise solutions with Supra ITS's managed services expertise, automation, and cybersecurity capabilities.

Together, Canon and Supra ITS are accelerating digital transformation for customers by delivering secure, scalable, and performance-driven IT solutions that redefine what it means to be truly customer-centric.

Atomic North is the India-based subsidiary of Supra ITS and serves as the global delivery and operations center supporting Supra's Managed IT, Application Services, and BPO businesses.

As Supra ITS continues its rapid expansion across North America in partnership with Canon, Atomic North is scaling its delivery teams in India to support the company's next phase of growth, maturity, and operational excellence.

Join a high-performing, execution-driven service delivery organization with strong governance, documented processes, and direct leadership engagement.

You will work closely with Service Desk, NOC, SOC, Cloud, and Security teams across India and North America, supporting mission-critical customer environments in a structured, compliance-driven MSP model.

We are hiring a Service Desk Analyst (L1 / L2) who thrives in a high-accountability, process-oriented IT support environment.

This role supports global customers and internal teams by resolving incidents, fulfilling service requests, and ensuring consistent, secure, and well-documented service delivery. Responsibilities will align to L1 or L2 level based on experience and capability.

End-user support for Windows, macOS, and Microsoft 365

Password resets, MFA issues, account lockouts

Network connectivity issues (Wi-Fi, VPN, DNS)

Advanced Active Directory and Microsoft 365 administration (L2)

Escalation handling and root-cause analysis (L2)

Not a call center: Support North American customers

L1 → L2 → L3 / NOC / SOC / Cloud

Hybrid flexibility: A disciplined, customer-focused IT support professional who takes pride in doing things the right way.

You don't just resolve tickets—you own service quality.

Serve as the first or second level point of contact for IT incidents and service requests

Log, categorize, prioritize, and resolve tickets per ITIL and SLA standards

Troubleshoot Windows, macOS, Microsoft 365, and endpoint issues

Follow zero-trust, least-privilege, and identity verification policies

Contribute to SOPs, knowledge base articles, and service improvements

Collaborate with NOC, SOC, Cloud, and Engineering teams

Windows 10/11 and basic macOS

Microsoft 365 (user to admin level depending on role)

Networking basics (TCP/IP, DNS, VPN)

MSP experience preferred

Strong written and verbal English communication

Comfortable working in a hybrid and shift-based environment

Education & Experience

• 1–7 years of experience in IT Service Desk / Technical Support
• Experience supporting global or North American customers preferred
• ITIL Foundation or Microsoft certifications are strong assets
• Experience in SOC2 / ISO-controlled environments is a plus

(Leveling as L1 or L2 will be based on experience, skills, and demonstrated capability.)

If you require any accommodation during the recruitment process, please let us know and we will endeavor to put reasonable provisions into place.

Skills: service desk,sla delivery,customer support,msp advanced practitioner,azure active directory,microsoft,itil