Job Title
Service Desk Analyst – Senior Specialist / Assistant Manager
Location
Noida, India
Job ID
R259153
Posted Date
May 23, 2025
Work Mode
On-site (rotational shifts: morning/evening/night; weekends & holidays as needed)
Compensation / Salary
Not disclosed in the job description. Indicated as a competitive salary and benefits package.
Job Summary
Cencora (affiliated with PharmaLex India Pvt. Ltd.) is hiring a Service Desk Analyst (Senior Specialist/Assistant Manager) in Noida to deliver first-line IT support using ServiceNow, troubleshoot end‑user issues across devices and applications, and drive continuous improvement of ITSM processes. Candidates with Power BI exposure, ITIL Foundation, CompTIA A+, and working knowledge of SQL/DAX will stand out. If you thrive in a high-volume, SLA-driven, customer-centric environment and are open to rotational shifts, this role is for you.
Key Responsibilities
Act as the first point of contact for all IT incidents and service requests.
Provide L1 technical support via ServiceNow, phone, email, and Microsoft Teams chat.
Log, prioritize, and manage tickets to ensure SLA-compliant resolution.
Escalate complex issues to L2/resolver groups when required.
Create, maintain, and improve IT knowledge base and support documentation.
Assist users with Power BI report/dashboard creation, modification, and troubleshooting.
Conduct end-user training sessions and draft user guides.
Collaborate with cross-functional IT teams to enhance support processes and user experience.
Keep abreast of emerging IT trends, tools, and best practices.
Required Skills & Qualifications
Bachelor’s degree in Information Technology, Computer Science, or related field.
Proven experience in a service desk / technical support role.
Strong analytical and problem-solving skills with a customer-first mindset.
Hands-on with ServiceNow or similar ITSM/ticketing platforms.
Familiarity with Power BI and data visualization concepts (preferred).
Working knowledge of SQL, DAX is a plus.
Excellent verbal and written communication skills; ability to interact with stakeholders at all levels.
Certifications (preferred): CompTIA A+, ITIL Foundation.
Ability to work independently and collaboratively within a team.
Shift Timings & Work Hours
Rotational shifts: Morning, evening, and night.
Work hours: 8-hour shift + 1-hour break (total 9 hours).
Availability: Weekends and holidays as required.
Perks & Benefits
Competitive salary and comprehensive benefits package.
Professional growth with access to latest tools and technologies.
Collaborative, inclusive, and supportive global work culture.
Opportunity to contribute to enterprise-scale ITSM and analytics initiatives.
Company Description
Cencora is a global healthcare leader committed to creating healthier futures by improving access, efficiency, and outcomes across the health ecosystem. In India, its affiliate PharmaLex India Private Limited supports high-impact projects with a strong focus on quality, compliance, and innovation in technology-enabled healthcare operations.
Equal Employment Opportunity
Cencora is an Equal Opportunity Employer, committed to a diverse and inclusive workplace and to providing reasonable accommodations for individuals with disabilities throughout the recruitment process.
Call-to-Action
Ready to drive world-class IT support at scale? Apply now with your updated resume highlighting your ServiceNow, Power BI, and ITIL experience. Don’t forget to mention your certification status and shift flexibility.
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