We're hiring a Senior IT Service Desk Analyst for our MIHAN, Nagpur office. It's a full-time, on-site role paying ₹72,000 a month, and it's a good fit if you've already spent years on a service desk and want more ownership over how the queue actually runs, not just another ticket to close. This desk supports a fairly wide mix of users, so no two weeks look quite the same in terms of what actually comes through.
What the day looks like
- Respond to incoming support requests across hardware, software, and access issues, working through the queue by priority rather than strictly by order received
- Troubleshoot problems remotely wherever possible, walking a user through a fix over a call or a remote session before escalating
- Escalate anything beyond first-line resolution to the right specialist team, with enough context attached that they're not starting the investigation from scratch
- Keep ticket records accurate and complete, since a poorly documented ticket makes the next analyst's job harder if the same issue comes back
- Mentor junior analysts on the desk, particularly around how to triage a ticket properly and when escalation actually makes sense versus digging in a bit longer
Some days are steady, mostly routine password resets and access requests. Others turn into a scramble when something like a shared drive or a core application goes down for a whole department at once, and being able to shift gears between those two modes without losing track of the rest of the queue is part of what makes this a senior-level role rather than an entry one. Staying calm on a call while three other tickets quietly pile up takes practice, and it's usually what separates someone who's ready for this level from someone who isn't quite there yet.
Background we're after
A bachelor's degree is required for this position. We'd also like to see an ITIL Foundation certification, since incident and problem management here follow ITIL-based processes fairly closely, and someone without that grounding usually needs extra ramp-up time to get comfortable with how tickets move through the system. A candidate with strong practical experience but no formal ITIL training isn't automatically ruled out, but the certification noticeably shortens that learning curve.
We're asking for six years of experience in IT support work. At that point, someone's usually handled enough recurring issues to recognize patterns quickly- a specific application that fails the same way every Monday morning, for instance- rather than treating every ticket as a fresh mystery. That pattern recognition is honestly one of the more valuable things a senior analyst brings to the team, since it often catches a bigger underlying problem before it turns into a flood of separate tickets.
Skills
You'll need solid experience with ticketing systems, strong troubleshooting instincts, and clear communication skills, since a lot of this job is explaining a technical fix to someone who doesn't necessarily want the technical explanation, just a working laptop. ITIL basics round out the core requirements, particularly around how incidents, problems, and service requests get categorized differently.
Beyond that baseline, day-to-day comfort with remote support tools like TeamViewer or AnyDesk is expected. Basic Active Directory administration, resetting accounts, adjusting group memberships, is a genuine plus, and some familiarity with core networking concepts helps when a connectivity issue turns out to be more than just a loose cable. Any scripting ability, even something simple for automating repetitive fixes, tends to stand out among senior applicants. Something as small as a script that clears a stuck print queue automatically can save real time across a busy week, and candidates who've built even a few small tools like that usually mention it without needing to be asked directly.
Team setup
The service desk here runs in shifts to cover extended business hours, and as a senior analyst you'd have some say in how those shifts get distributed across the team. Naukri Mitra has listed several IT support roles out of the MIHAN campus recently, and this desk in particular supports a mix of internal staff and a couple of external client accounts, so ticket volume and type vary more than at a purely internal help desk. Shift handovers matter a lot here, since an issue that started on one shift often needs to be picked up cleanly by the next without the user having to explain the problem all over again.
Compensation and benefits
Along with monthly pay, this role includes:
- Health insurance
- Paid time off
- Performance-linked bonuses
- Relocation assistance for anyone moving to Nagpur
- Accommodation support during the initial settling-in period
Given the seniority of the role and its on-site requirement, the relocation support is meant to genuinely cover a move rather than serve as a token contribution. Performance bonuses are reviewed against ticket resolution quality and turnaround time, not raw ticket count, since chasing volume alone tends to encourage rushed fixes that just come back as repeat tickets later.
Location and pay
This role is based on-site at MIHAN, Nagpur, and doesn't include a remote or hybrid option. For experienced professionals specifically looking at IT service desk analyst jobs in Nagpur, this one sits comfortably above the average for a senior-level support role in the city. MIHAN itself has grown steadily as a tech and logistics hub, so there's reasonable infrastructure around the campus for anyone commuting in daily. That growth has also meant more housing options nearby than there were a few years ago, which helps anyone relocating to the area.
How to apply
Send in your application along with a short note on the most complex issue you've resolved or escalated in your current or most recent role. Shortlisted candidates go through a conversation covering ITIL process knowledge and a couple of scenario-based troubleshooting questions, followed by a brief chat with the support team lead you'd be working alongside. We try to keep the process moving quickly, since a strong senior analyst on the market usually doesn't stay available for long.
