Service Desk Analyst

Description

Job Location

The primary work location for this role is Trivandrum with a hybrid work model.

About Envestnet

Envestnet is an adaptive WealthTech company that is redefining the future of wealth management by helping advisors meet the moment with its comprehensive technology, actionable insights, and industry leading support. Backed by over 25 years of experience and approximately $7.0 trillion in platform assets, Envestnet is trusted by over one third of financial advisors across leading banks, wealth managers, brokerages, and RIAs.

For a deeper look at how Envestnet is shaping the future of financial advice, visit www.envestnet.com.

The Team Youll Join

You will be part of Envestnets Global Service Desk (GSD), the face of IT support and the first point of contact for employees worldwide. Our team is responsible for delivering responsive, high-quality technical support, ensuring a seamless user experience across a broad range of systems, applications, and services.

Working in a 24/7 global environment, youll collaborate with cross-functional teams to troubleshoot issues, drive timely resolutions, and contribute to continuous service improvement initiatives. The GSD team is at the forefront of innovation—enhancing processes, improving knowledge management, and leveraging technology to optimise service delivery and user satisfaction.

This is a fast-paced, collaborative environment where youll build your technical expertise, strengthen your critical thinking skills, and make a direct impact on the organisations day-to-day operations.

How Youll Contribute

• Act as the first point of contact for end users seeking technical support via phone, email, or chat.
• Perform remote troubleshooting using appropriate diagnostic tools and techniques.
• Identify the most effective resolution based on the issue and information provided by end users.
• Provide 24/7 support coverage for technical issues by delivering advanced first-level assistance.
• Serve as the primary contact for supporting internal users across IT applications and systems.
• Use knowledge of information systems and services to investigate, identify, and resolve application, system, and network issues through available tools, techniques, and knowledge bases.
• Manage user administration tasks in Active Directory, Office 365, and other identity and access management tools.
• Support the incident resolution process by prioritising issues effectively and helping reduce recurring incidents.
• Follow established escalation procedures and route complex or time-intensive issues to the appropriate support teams when needed.
• Provide support for special product-related issues and assist with additional technical needs as required.
• Coordinate with vendor support teams for hardware replacement and related service requests.
• Manage multiple high-priority tasks effectively in a fast-paced technology environment.
• Demonstrate strong ownership and provide support during significant or major incidents.
• Ensure infrastructure and application changes are communicated across relevant teams to support readiness, resilience, and impact awareness.
• Deliver accurate and timely solutions that help maintain end-user productivity.
• Communicate global issues, service disruptions, or system outages to users in a timely manner.
• Always Maintain a professional Service Desk presence by being courteous, responsive, and helpful.

• At least 2 years of experience in a similar role, with hands-on expertise in Microsoft technologies including Windows Server, Office 365, Windows 7–11, Active Directory, Exchange, VMware, and virtualisation support.
• Strong understanding of how the IT Service Desk function collaborates with other IT teams to deliver effective support outcomes.
• Experience working with various ticketing tools.
• Ability to work independently and manage responsibilities with minimal supervision.
• Proven ability to collaborate across teams and build strong working relationships with clients and colleagues.
• Strong communication skills, with the ability to communicate clearly and effectively over the phone, in person, and in writing.
• Extensive hands-on experience troubleshooting technical issues across diverse enterprise environments.
• Strong time management skills, with excellent analytical and problem-solving abilities.
• Experience supporting LAN and WAN network environments.
• Experience supporting Microsoft Office 365 environments.
• Experience troubleshooting remote access, Citrix, and VPN-related issues.
• Willingness to work in a 24/7 environment, including night shifts.
• Current Microsoft certifications and a working knowledge of ITSM and ITIL foundations would be an advantage.
• Education: B.Tech, MCA, B.Sc. in Computer Science/IT, or BCA.
• Excellent communication skills
• Strong problem-solving skills
• Logical thinking and sound reasoning ability
• Strong analytical skills
• Proficient in Windows environments
• Ability to troubleshoot complex IT issues independently, even without standard operating procedures.

• ITIL V4
• Exposure to AI tools or AI-assisted service desk platforms
• Interpersonal skills tranings
• Employee coaching trainings

We value flexibility in how and where work gets done, and we recognize strong performance with meaningful rewards—because your contributions should drive both business success and your own personal growth. If youre looking for a place where your work has impact, your development is supported, and your contributions are truly valued, Envestnet is where you can build your future.

The opportunity is now!

Our Investment in You

At Envestnet, our total rewards philosophy is designed to attract, motivate, and grow exceptional talent. We offer competitive, market-aligned compensation complemented with performance-linked incentives and rewards programs that recognize and reward impact.

In addition, we provide a comprehensive suite of benefits - subject to Envestnets plan eligibility rules - that support your overall well-being, including medical insurance for you and your family, annual health check-ups, free online doctor consultations and telemedicine services, subsidized health club memberships, and an employee assistance program. Our investment in you means supporting you professionally, financially, and personally at every stage of your journey with us.

Our Commitment to Inclusion & Belonging

Envestnet is an Equal Employment Opportunity employer and does not discriminate in employment on the basis of religion, race, color, caste, sex, gender, gender identity or expression, pregnancy, age, disability, medical condition, nationality, ethnic origin, marital status, or any other status protected under applicable Indian law. This commitment is in accordance with the Constitution of India and applicable labor and employment laws. All employment decisions are made solely based on merit, qualifications, performance, and business needs.

We strive to provide an inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation, please contact us at [email protected]. Please include your full name, the title of the role you are applying for, and the accommodation necessary to assist you with the recruiting process.

Recruitment Fraud

At Envestnet, safeguarding the trust and safety of job seekers is a top priority. We are aware that scammers may impersonate Envestnet recruiters or create fake job opportunities to deceive candidates. Review the information on our recruitment fraud awareness page to help you recognize and avoid recruitment fraud.