Global Service Desk Analyst

Who we are

Broadway Malyan is a global architecture, urbanism and design practice dedicated to creating cities, buildings and places that will provide a lasting legacy. Through a shared design ethos, we work together to create places with a strong sense of identity where people and communities want to live, learn, shop, work and relax.

As an employee-owned practice, we are able to create an inclusive culture where everyone has a strong sense of engagement and shared responsibility in the future of our business. We are committed to investing and inspiring our people, so we can attract and retain the best talent to strengthen our reputation as both a design practice and an employer of choice.

About the role

Broadway Malyan is currently seeking to recruit an enthusiastic, customer-facing Global Service Desk Analyst (L1). Based out of our Mumbai Studio, you will be the first point of contact for our global staff, ensuring service excellence within our newly established 24/7 "Follow-the-Sun" support structure.

Key responsibilities:

The Global Service Desk Analyst is a fundamental part of our customer support structure. The purpose of this role is to ensure effective and highly responsive L1 support to our colleagues across our global architectural studios (including the UK, Europe, Middle East, and APAC).

Working on behalf of the Group IT department, this role operates on a 24/7 rotational shift pattern. Standard business-hour shifts will be conducted from our Mumbai Studio, while out-of-hours, night, and weekend shifts will be conducted remotely (Work-From-Home).

This entails (amongst other tasks):

• Acting as the first point of contact (via portal, email, and phone) for all IT Service requests and incidents globally.
• Delivering a premium, empathetic customer service experience to our architectural and design staff.
• Utilizing and guiding users through our automated IT Self-Service Portals to expedite ticket resolution.
• Active Directory and Microsoft 365 administration (user management, permissions, mailbox troubleshooting).
• Basic troubleshooting of endpoint hardware, Windows 11 OS, and standard software.
• Providing L1 technical triage for heavy design applications (AutoCAD, Revit, Adobe CC) and routing functional workflow issues to our embedded Digital Design Specialists.
• Ensuring all incidents are accurately logged, categorized, and updated within the Helpdesk platform.

What we’re looking for

We are looking for someone who brings:

• Exceptional communication skills in English (verbal and written) are paramount. The candidate must possess excellent verbal communication skills with a clear, professional deliver and exhibit excellent business etiquette.
• 2 to 4 years of proven experience in an International IT Service Desk / Global Helpdesk environment.
• Shift Flexibility: Absolute willingness to work on a 24/7 rotational roster. This includes morning, evening, and night shifts, as well as rotational weekends and Public/Bank Holidays.
• WFH Readiness: Must possess a quiet, dedicated workspace at home with a highly stable, high-speed broadband connection for out-of-hours shifts.
• Customer-oriented, possessing high empathy and patience when dealing with users.
• Excellent analysis, problem-solving, and organizational capacity.
• Technically oriented with solid knowledge of O365, Active Directory, Windows OS, and standard IT Service Management (ITSM) ticketing tools.
• Exposure to ITIL methodologies or relevant IT accreditations (CompTIA, Microsoft fundamentals) is desirable but not essential.

We offer

• Highly Competitive Compensation: A strong base salary (CTC) aligned with top-tier international service desks.

• Allowances: Monthly shift allowances for unsociable hours, plus a Work-From-Home internet stipend.

• Holiday Pay: Standard rotational days off, with double-pay/compensatory leave for working mandatory Public Holidays.

• Hybrid Working: A balanced model combining the vibrant atmosphere of our Mumbai design studio with the convenience of remote work for late/weekend shifts.

• Technical career growth: Integration into a global IT team with exposure to advanced automation and enterprise environments.

• Professional environment, comprised of skilled and collaborative/supportive colleagues.

• Pleasant and friendly multicultural atmosphere.

Conclusion

If you are a dynamic professional, willing to develop and excel in a technical environment and ready to take new challenges, we're waiting for your application.