Offer summary

Qualifications:

Minimum 3 years of professional work experience, with at least 1 year in the IT industry., Relevant Microsoft or industry certifications are required., Familiarity with ITIL practices or similar service frameworks is essential., Strong technical skills in Microsoft 365, Active Directory, and troubleshooting Windows and Office Suite..

Key responsabilities:

Follow client-documented processes and ensure all communications are tied to a ticket.

Triage tickets based on urgency, impact, workload, and client priority.

Troubleshoot incidents and apply documented fixes while maintaining a professional communication style.

Submit timesheets by Friday and escalate issues based on time/process constraints.

Job description

Company Overview

Outsourced is a leading ISO certified India & Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

About the Role We’re looking for a Service Operations Analyst to join our team in Pune and play a critical role in delivering high-quality support services to our clients. If you're someone with a strong technical foundation, thrives in a process-driven environment, and takes pride in effective communication, this is the opportunity for you.

✅ Must-Haves Experience & Education

Minimum 3 years of professional work experience
At least 1 year of experience in the IT industry
Relevant Microsoft or industry certifications
Experience working with ticketing tools and logging time entries
Familiarity with ITIL practices or similar service frameworks

Technical Skills

Microsoft 365 (M365): User, Group & License Management
Entra ID / Active Directory: User and Group Management
Permission & License Management
Windows 10/11 and Office Suite Troubleshooting
Azure: Conditional Access, Sign-in Logs, Session Management
Ticket triaging and incident handling
Logical troubleshooting and common-sense approach

Core Responsibilities

Follow client-documented processes
Do not close tickets without approval
Submit timesheets by Friday
Ensure all communications are tied to a ticket
Escalate issues based on time/process constraints
Create/remove users, manage DLs, make mailbox changes
Troubleshoot incidents and apply documented fixes
Triage tickets based on urgency, impact, workload, and client priority

Customer Service

Communicate clearly and concisely via email or messages
Ask specific questions to reduce unnecessary back-and-forth
Maintain a professional and responsive communication style

&#55356;&#57119; Nice-to-Haves Experience

Experience working in a Managed Service Provider (MSP) or cloud environment
Exposure to Remote Monitoring & Management (RMM) tools like N-Central

Soft Skills & Work Ethic

Strong communicator with a customer-first mindset
Welcoming, sharp, and professional communication style
Able to work with minimal supervision
Comfortable in a collaborative team environment
Balances process adherence with practical common sense
Quick learner and contributor to internal knowledge sharing
Always mindful of security and risk management

What We Offer

Health Insurance: We provide medical coverage up to 20 lakh per annum, which covers you, your spouse, and a set of parents. This is available after one month of successful engagement.
Professional Development: You'll have access to a monthly upskill allowance of ₹5000 for continued education and certifications to support your career growth.
Leave Policy: Vacation Leave (VL): 10 days per year, available after probation. You can carry over or encash up to 5 unused days.

Casual Leave (CL): 8 days per year for personal needs or emergencies, available from day one.
Sick Leave: 12 days per year, available after probation.

Flexible Work Hours or Remote Work Opportunities - Depending on the role and project.
Outsourced Benefits such as Paternity Leave, Maternity Leave, etc.

Required profile