Service Desk Analyst

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    "url": "https://imanagecom.applytojob.com/apply/jobs/details/ID2URJ2WY4?&",
    "heading": "Service Desk Analyst",
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    "description_html": "<span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><em>We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.</em><br><br><strong>Being a Service Desk Analyst at iManage means…</strong><br><br>Being the person employees turn to when technology gets in the way of their work. Your primary focus is resolving support tickets as efficiently as possible, with excellent customer service, consistent documentation, and always a security-conscious approach. You will be the face of IT in our Bangalore, India office, working with a high degree of independence while staying closely connected to a global IT team primarily based out of the United States (Chicago - Central Time Zone), with colleagues in the UK (London/Belfast – Greenwich Mean Time) as well.<br><br>You will own the end-user support experience from first contact to resolution, keeping employees productive and ensuring every interaction reflects iManage’s commitment to a high-quality digital workplace. Beyond tickets, you will support IT onboarding for new India hires, participate in endpoint refresh cycles, and contribute to the Service Desk knowledge base.<br><br><strong>iM Responsible For…</strong></span></span><br> <ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Serving as the first point of contact for IT support requests, providing prompt, friendly, and effective assistance across hardware, software, and connectivity issues.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Managing the full lifecycle of L1 and L2 support tickets through the ITSM platform, from intake and triage through resolution or escalation, with a focus on fast closure, accurate documentation, and clear communication at every step.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Troubleshooting and resolve issues across Windows and Mac laptops, desktops, mobile devices, Microsoft 365 applications, and common productivity and collaboration tools, escalating to L3 or vendor support when appropriate.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Handling account and access support tasks including password resets, MFA enrollment, access provisioning and deprovisioning, and application access requests, following defined security and governance procedures.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Adhering to defined SLAs for response and resolution, keeping end users informed of ticket status and setting clear expectations, particularly when coordinating with global IT team members across time zones.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Supporting IT onboarding for new India hires, including device preparation, application provisioning, account setup, and a welcoming first-day technology experience that sets employees up for success.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Participating in endpoint refresh cycles, including device assignment, Autopilot provisioning, hardware swap coordination, and ensuring returned devices are properly wiped and processed.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Contributing to and maintain the Service Desk knowledge base, writing clear, reusable articles for common issues and procedures that reduce repeat tickets and support consistent resolution quality across the team.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Collaborating with global IT team members in Chicago, London, and Belfast to coordinate on escalations, share context on recurring issues, and ensure consistent support practices across offices.</span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>Core Technical Focus Areas…</strong></span></span><br> <ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">End-user support and service desk operations (ticket management, SLA adherence, escalation handling)</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Windows and Mac desktop/laptop troubleshooting and support</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Microsoft 365 application support (Outlook, Teams, OneDrive, Office apps)</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Identity and access support (Azure AD, password resets, MFA, conditional access)</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Device provisioning, imaging, and endpoint refresh (Autopilot, Intune, MECM)</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">ITSM platforms and knowledge base management (FreshService, Zendesk, Jira Service Management, or similar)</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Endpoint security fundamentals (device compliance, BitLocker, endpoint protection, least-privilege access)</span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>iM Qualified Because I Have…</strong></span></span><br> <ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">3-5+ years of experience in a Service Desk, IT Support, or Desktop Support role with a track record of high-quality end-user support and strong customer satisfaction</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Solid troubleshooting experience across Windows (10/11) and Mac OS environments, covering common hardware, OS, and application issues that arise in day-to-day end-user support</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Experience using an ITSM platform (ServiceNow, Jira Service Management, Freshservice, or similar) for ticket management, documentation, and SLA tracking</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Familiarity with remote support tools (Quick Assist, SCCM remote control, TeamViewer, or similar) for providing effective assistance to users regardless of physical location</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Proficiency supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and the Office suite, including common configuration and sync issues</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Familiarity with identity and access management tasks including Azure AD, password resets, MFA enrollment, and basic conditional access concepts</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Strong customer service orientation with the ability to communicate clearly and patiently with non-technical users, set accurate expectations, and follow through on commitments</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Comfortable working independently as the primary on-site IT presence, with the judgment to prioritize competing requests, know when to escalate, and stay connected to a globally distributed team</span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>Bonus Points if I Have...</strong></span></span><br> <ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">ITIL Foundation certification or familiarity with ITIL concepts (incident, problem, change, and request management)</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Prior experience supporting IT in a rapidly growing office environment, including standing up new workstations, managing hardware inventory, and supporting facilities-related IT needs</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Experience supporting SaaS application access and troubleshooting, including SSO-related issues and common user-facing problems with cloud-based tools</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Experience supporting AV and collaboration technology in conference rooms, including display systems, video conferencing hardware, and Microsoft Teams Rooms</span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>iM Getting To…</strong></span></span><br> <ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability! </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation. </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Own my career path with our internal development framework. Ask us more about this! </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training. </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture. </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Enjoy flexible work hours that empower me to balance personal time with professional commitments. </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events. </span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>iManage Is Supporting Me By...</strong></span></span><br> <ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Creating an inclusive environment where you’re encouraged to help shape the culture by bringing your unique perspective, not just by fitting in.  </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Providing a market leading salary determined through a fair and consistent process, equitable for all our employees, and regularly reviewed against industry benchmarks.  </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"> Rewarding me with an annual performance-based bonus.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"> Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay)</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"> Offering comprehensive Health/Accidental /Life Insurance.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"> Encouraging me to make use of our top-tier flexible time off policy, which includes 21 paid leaves, 9 casual and sick, close to 10-12 Indian Holidays, and for other life events.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"> Having multiple company wellness days each year to prioritize mental health and well-being.  </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"> Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.</span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>About iManage…</strong></span></span><br> <p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications. </span></span></p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.<br>So we’re looking for people who embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do. <br><br><em><strong>Whoever you are, whatever you do, however you work. Make it mean something at iManage.</strong></em><br><br>iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by the Law.</span></span><p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.</span></span></p><br><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Learn more at: <a href=\"http://www.imanage.com\">www.imanage.com</a><br>Please see our privacy statement for more information on how we handle your personal data: <a href=\"https://imanage.com/privacy-policy/\">https://imanage.com/privacy-policy/</a><br> <br>#LI-SR1<br>#LI-Hybrid</span></span>",
    "description_text": "We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.\n Being a Service Desk Analyst at iManage means…\nBeing the person employees turn to when technology gets in the way of their work. Your primary focus is resolving support tickets as efficiently as possible, with excellent customer service, consistent documentation, and always a security-conscious approach. You will be the face of IT in our Bangalore, India office, working with a high degree of independence while staying closely connected to a global IT team primarily based out of the United States (Chicago - Central Time Zone), with colleagues in the UK (London/Belfast – Greenwich Mean Time) as well.\nYou will own the end-user support experience from first contact to resolution, keeping employees productive and ensuring every interaction reflects iManage’s commitment to a high-quality digital workplace. Beyond tickets, you will support IT onboarding for new India hires, participate in endpoint refresh cycles, and contribute to the Service Desk knowledge base.\n iM Responsible For…\n  Serving as the first point of contact for IT support requests, providing prompt, friendly, and effective assistance across hardware, software, and connectivity issues.\n Managing the full lifecycle of L1 and L2 support tickets through the ITSM platform, from intake and triage through resolution or escalation, with a focus on fast closure, accurate documentation, and clear communication at every step.\n Troubleshooting and resolve issues across Windows and Mac laptops, desktops, mobile devices, Microsoft 365 applications, and common productivity and collaboration tools, escalating to L3 or vendor support when appropriate.\n Handling account and access support tasks including password resets, MFA enrollment, access provisioning and deprovisioning, and application access requests, following defined security and governance procedures.\n Adhering to defined SLAs for response and resolution, keeping end users informed of ticket status and setting clear expectations, particularly when coordinating with global IT team members across time zones.\n Supporting IT onboarding for new India hires, including device preparation, application provisioning, account setup, and a welcoming first-day technology experience that sets employees up for success.\n Participating in endpoint refresh cycles, including device assignment, Autopilot provisioning, hardware swap coordination, and ensuring returned devices are properly wiped and processed.\n Contributing to and maintain the Service Desk knowledge base, writing clear, reusable articles for common issues and procedures that reduce repeat tickets and support consistent resolution quality across the team.\n Collaborating with global IT team members in Chicago, London, and Belfast to coordinate on escalations, share context on recurring issues, and ensure consistent support practices across offices.\n Core Technical Focus Areas…\n  End-user support and service desk operations (ticket management, SLA adherence, escalation handling)\n Windows and Mac desktop/laptop troubleshooting and support\n Microsoft 365 application support (Outlook, Teams, OneDrive, Office apps)\n Identity and access support (Azure AD, password resets, MFA, conditional access)\n Device provisioning, imaging, and endpoint refresh (Autopilot, Intune, MECM)\n ITSM platforms and knowledge base management (FreshService, Zendesk, Jira Service Management, or similar)\n Endpoint security fundamentals (device compliance, BitLocker, endpoint protection, least-privilege access)\n iM Qualified Because I Have…\n  3-5+ years of experience in a Service Desk, IT Support, or Desktop Support role with a track record of high-quality end-user support and strong customer satisfaction\n Solid troubleshooting experience across Windows (10/11) and Mac OS environments, covering common hardware, OS, and application issues that arise in day-to-day end-user support\n Experience using an ITSM platform (ServiceNow, Jira Service Management, Freshservice, or similar) for ticket management, documentation, and SLA tracking\n Familiarity with remote support tools (Quick Assist, SCCM remote control, TeamViewer, or similar) for providing effective assistance to users regardless of physical location\n Proficiency supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and the Office suite, including common configuration and sync issues\n Familiarity with identity and access management tasks including Azure AD, password resets, MFA enrollment, and basic conditional access concepts\n Strong customer service orientation with the ability to communicate clearly and patiently with non-technical users, set accurate expectations, and follow through on commitments\n Comfortable working independently as the primary on-site IT presence, with the judgment to prioritize competing requests, know when to escalate, and stay connected to a globally distributed team\n Bonus Points if I Have...\n  ITIL Foundation certification or familiarity with ITIL concepts (incident, problem, change, and request management)\n Prior experience supporting IT in a rapidly growing office environment, including standing up new workstations, managing hardware inventory, and supporting facilities-related IT needs\n Experience supporting SaaS application access and troubleshooting, including SSO-related issues and common user-facing problems with cloud-based tools\n Experience supporting AV and collaboration technology in conference rooms, including display systems, video conferencing hardware, and Microsoft Teams Rooms\n iM Getting To…\n  Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability!\n Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation.\n Own my career path with our internal development framework. Ask us more about this!\n Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.\n Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.\n Enjoy flexible work hours that empower me to balance personal time with professional commitments.\n Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.\n iManage Is Supporting Me By...\n  Creating an inclusive environment where you’re encouraged to help shape the culture by bringing your unique perspective, not just by fitting in.\n Providing a market leading salary determined through a fair and consistent process, equitable for all our employees, and regularly reviewed against industry benchmarks.\n  Rewarding me with an annual performance-based bonus.\n  Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay)\n  Offering comprehensive Health/Accidental /Life Insurance.\n  Encouraging me to make use of our top-tier flexible time off policy, which includes 21 paid leaves, 9 casual and sick, close to 10-12 Indian Holidays, and for other life events.\n  Having multiple company wellness days each year to prioritize mental health and well-being.\n  Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.\n About iManage…\n  At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications.\n We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.\nSo we’re looking for people who embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do.\n Whoever you are, whatever you do, however you work. Make it mean something at iManage.\niManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by the Law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.\n Learn more at: www.imanage.com\nPlease see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/\n#LI-SR1\n#LI-Hybrid",
    "jsonld_jobposting": {
      "url": "https://imanagecom.applytojob.com/apply/ID2URJ2WY4/Service-Desk-Analyst",
      "@type": "JobPosting",
      "title": "Service Desk Analyst",
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      "datePosted": "2026-04-13",
      "description": "<span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><em>We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.</em><br><br><strong>Being a Service Desk Analyst at iManage means…</strong><br><br>Being the person employees turn to when technology gets in the way of their work. Your primary focus is resolving support tickets as efficiently as possible, with excellent customer service, consistent documentation, and always a security-conscious approach. You will be the face of IT in our Bangalore, India office, working with a high degree of independence while staying closely connected to a global IT team primarily based out of the United States (Chicago - Central Time Zone), with colleagues in the UK (London/Belfast – Greenwich Mean Time) as well.<br><br>You will own the end-user support experience from first contact to resolution, keeping employees productive and ensuring every interaction reflects iManage’s commitment to a high-quality digital workplace. Beyond tickets, you will support IT onboarding for new India hires, participate in endpoint refresh cycles, and contribute to the Service Desk knowledge base.<br><br><strong>iM Responsible For…</strong></span></span><br> <ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Serving as the first point of contact for IT support requests, providing prompt, friendly, and effective assistance across hardware, software, and connectivity issues.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Managing the full lifecycle of L1 and L2 support tickets through the ITSM platform, from intake and triage through resolution or escalation, with a focus on fast closure, accurate documentation, and clear communication at every step.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Troubleshooting and resolve issues across Windows and Mac laptops, desktops, mobile devices, Microsoft 365 applications, and common productivity and collaboration tools, escalating to L3 or vendor support when appropriate.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Handling account and access support tasks including password resets, MFA enrollment, access provisioning and deprovisioning, and application access requests, following defined security and governance procedures.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Adhering to defined SLAs for response and resolution, keeping end users informed of ticket status and setting clear expectations, particularly when coordinating with global IT team members across time zones.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Supporting IT onboarding for new India hires, including device preparation, application provisioning, account setup, and a welcoming first-day technology experience that sets employees up for success.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Participating in endpoint refresh cycles, including device assignment, Autopilot provisioning, hardware swap coordination, and ensuring returned devices are properly wiped and processed.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Contributing to and maintain the Service Desk knowledge base, writing clear, reusable articles for common issues and procedures that reduce repeat tickets and support consistent resolution quality across the team.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Collaborating with global IT team members in Chicago, London, and Belfast to coordinate on escalations, share context on recurring issues, and ensure consistent support practices across offices.</span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>Core Technical Focus Areas…</strong></span></span><br> <ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">End-user support and service desk operations (ticket management, SLA adherence, escalation handling)</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Windows and Mac desktop/laptop troubleshooting and support</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Microsoft 365 application support (Outlook, Teams, OneDrive, Office apps)</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Identity and access support (Azure AD, password resets, MFA, conditional access)</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Device provisioning, imaging, and endpoint refresh (Autopilot, Intune, MECM)</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">ITSM platforms and knowledge base management (FreshService, Zendesk, Jira Service Management, or similar)</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Endpoint security fundamentals (device compliance, BitLocker, endpoint protection, least-privilege access)</span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>iM Qualified Because I Have…</strong></span></span><br> <ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">3-5+ years of experience in a Service Desk, IT Support, or Desktop Support role with a track record of high-quality end-user support and strong customer satisfaction</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Solid troubleshooting experience across Windows (10/11) and Mac OS environments, covering common hardware, OS, and application issues that arise in day-to-day end-user support</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Experience using an ITSM platform (ServiceNow, Jira Service Management, Freshservice, or similar) for ticket management, documentation, and SLA tracking</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Familiarity with remote support tools (Quick Assist, SCCM remote control, TeamViewer, or similar) for providing effective assistance to users regardless of physical location</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Proficiency supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and the Office suite, including common configuration and sync issues</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Familiarity with identity and access management tasks including Azure AD, password resets, MFA enrollment, and basic conditional access concepts</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Strong customer service orientation with the ability to communicate clearly and patiently with non-technical users, set accurate expectations, and follow through on commitments</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Comfortable working independently as the primary on-site IT presence, with the judgment to prioritize competing requests, know when to escalate, and stay connected to a globally distributed team</span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>Bonus Points if I Have...</strong></span></span><br> <ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">ITIL Foundation certification or familiarity with ITIL concepts (incident, problem, change, and request management)</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Prior experience supporting IT in a rapidly growing office environment, including standing up new workstations, managing hardware inventory, and supporting facilities-related IT needs</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Experience supporting SaaS application access and troubleshooting, including SSO-related issues and common user-facing problems with cloud-based tools</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Experience supporting AV and collaboration technology in conference rooms, including display systems, video conferencing hardware, and Microsoft Teams Rooms</span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>iM Getting To…</strong></span></span><br> <ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability! </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation. </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Own my career path with our internal development framework. Ask us more about this! </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training. </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture. </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Enjoy flexible work hours that empower me to balance personal time with professional commitments. </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events. </span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>iManage Is Supporting Me By...</strong></span></span><br> <ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Creating an inclusive environment where you’re encouraged to help shape the culture by bringing your unique perspective, not just by fitting in.  </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Providing a market leading salary determined through a fair and consistent process, equitable for all our employees, and regularly reviewed against industry benchmarks.  </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"> Rewarding me with an annual performance-based bonus.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"> Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay)</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"> Offering comprehensive Health/Accidental /Life Insurance.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"> Encouraging me to make use of our top-tier flexible time off policy, which includes 21 paid leaves, 9 casual and sick, close to 10-12 Indian Holidays, and for other life events.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"> Having multiple company wellness days each year to prioritize mental health and well-being.  </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"> Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.</span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>About iManage…</strong></span></span><br> <p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications. </span></span></p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.<br>So we’re looking for people who embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do. <br><br><em><strong>Whoever you are, whatever you do, however you work. Make it mean something at iManage.</strong></em><br><br>iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by the Law.</span></span><p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.</span></span></p><br><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Learn more at: <a href=\"http://www.imanage.com\">www.imanage.com</a><br>Please see our privacy statement for more information on how we handle your personal data: <a href=\"https://imanage.com/privacy-policy/\">https://imanage.com/privacy-policy/</a><br> <br>#LI-SR1<br>#LI-Hybrid</span></span>",
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