Digital Workspace Analyst

Build the future!

McGraw Hill is a global education innovation company offering solutions from textbooks to EdTech platforms that improve learning outcomes. To support our expanding IT operations across India, we are hiring a Digital Workspace Analyst to serve as the first point of contact for users worldwide, and you will operate within a general office environment.

How are you creating an impact?

As a Digital Workspace Analyst, you will provide technical support and a high level of customer service to users across our global business. You will work closely with other IT teams to escalate and resolve complex issues, contributing to the overall efficiency and effectiveness of the IT Service Desk. We are looking for a flexible person who is comfortable working rotational shifts and rotational weeks off.

What will you be doing?

• Fulfill all incidents and requests routed to the IT Service Desk, handling incoming calls, emails, and chats, and tracking all information in the ticketing system
• Provide technical support to troubleshoot basic end-user issues and handle user administration tasks
• Perform software asset management, ensuring accurate inventory, compliance with licensing agreements, and up-to-date records
• Participate in the knowledge management process to resolve tier 1 incidents
• Follow standard Service Desk operating procedures, accurately logging all tickets in the defined tracking software
• Escalate unresolved issues to the appropriate resolver group
• Support other projects and duties as assigned

We are looking for someone having:

• Bachelor’s degree in a related field or equivalent experience
• 2-4 years of experience in technical/desktop support or helpdesk roles
• Good understanding of Windows and Mac operating systems and application software to provide high-level support
• Proficiency in Microsoft Office applications for support, reporting, and documentation
• Ability to provide technical support over the phone, with excellent phone skills and a professional demeanor
• Detail-oriented with strong organizational and follow-up skills
• A team player who works well with others
• Willingness to work rotational shifts and rotational weeks off
• ServiceNow or any other ticketing tool experience preferred

Why work with us?

There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do!