Soporte de Mesa de Servicio IT, GCC

Job Description

The Gurugram office of CIP Fund Solutions supports fund management, investment activities and integrated business services across the CIP platform. This office combines local presence with close integration across a global organization. It supports specialist delivery across functions and contributes to scalable, high-quality execution.

You will work closely with colleagues in Copenhagen, Chicago, Singapore, and London, and report directly to the Global Head of IT Service Desk in Copenhagen. This requires independent ownership of tasks, following shared global ways of working, and active contribution to documentation and knowledge sharing.

Role

You will provide L1/L2 IT support for our global offices while contributing to the global IT support model. You will handle standard user support requests across Microsoft 365, workplace applications, access, devices, onboarding/offboarding and general Service Desk issues, while escalating more complex or physically dependent cases when required.

This role requires strong communication and stakeholder management skills with regular engagement with senior business stakeholders. Building relationships, ensuring clear communication will be essential for this role.

You work in a hybrid environment, spending three days per week in the office and two days remotely, while collaborating closely with colleagues and working daily with modern Microsoft technologies.

Responsibilities will consist of but are not limited to

IT Support & Service Desk

• Provide L1 and L2 Remote IT support for global tickets.
• Diagnose and resolve issues or escalate when required.
• Track, prioritize, and document incidents and requests in Jira/Confluence.
• Ensure tickets are handled within agreed SLAs.
• Communicate progress clearly and follow up until resolution.
• Support Microsoft 365, Windows, collaboration tools and business applications.
• Handle MFA issues, account lockouts, and access related incidents.
• Take ownership of assigned tickets and tasks from intake to closure.
• Review and update documentation, SOPs and knowledge articles regularly.
• Handle calls to our Global IT Support hotline during business hours.

On/offboarding devices & asset management

• Set up user accounts, access rights, external users, software and license requests.
• Validate that access requests follow approval rules and agreed procedures.
• Support joiner, mover and leaver activities from a remote support perspective.

Coordination, incident management & proactive projects

• Coordinate assigned tickets and tasks with internal teams, global Service Desk colleagues and external vendors.
• Ensure tickets are correctly documented, prioritized and updated with clear next steps.
• Support incident management by assessing urgency, business impact and escalation needs.
• Escalate major incidents to the right incident manager or technical resolver group.
• Support handovers and follow-up actions during urgent or business-critical issues.
• Identify recurring issues and contribute to root-cause follow-up and knowledge updates.
• Support proactive projects such as automation, SOP updates and self-service improvement.
• Set up user accounts, access rights, external users, software and license requests.
• Validate that access requests follow approval rules and agreed procedures.
• Support joiner, mover and leaver activities from a remote support perspective.

You

We are looking for a motivated individual holding a relevant degree and a minimum of 5+ years of full-time experience in a L1/L2 IT support, with Microsoft 365, Entra ID (Azure AD), Intune, Windows.

You are coming from a role with hands-on experience working in Jira, including tickets handling, categorization, dispatch, SLA. Experience driving proactive improvement projects across ITSM tooling, service portals, reporting or support processes.

ITIL certified and experienced with Incident, Problem, or Asset Management. Prior experience in Network/L3 is a plus.

We look for the following in a candidate

• Excellent English communication skills, both written and spoken.
• Able to communicate clearly and professionally with users and stakeholders remotely by phone, Microsoft Teams, emails and other remote communication channels
• Strong cross-cultural experience working with stakeholders across different countries, time zones and working cultures.
• Calm under pressure and comfortable taking ownership independently.
• Strong technical skills with a genuine passion for helping people.
• High attention to detail, well-structured and organized, with the ability to prioritize during busy periods.
• Thrives in a high-volume support environment and takes pride in resolving tickets quickly, consistently and with high quality.

The process

Please apply online as soon as possible as applications will be processed on an ongoing basis. For questions related to the role, please reach out to our Talent Acquisition team at [email protected]. We do not include CV's and Cover Letters sent by email.

As we continue to improve our candidate experience, diversity and avoid unconscious bias, please avoid having a photo in your CV. We commit to an inclusive recruitment process and equality for all applicants.

Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations and ownership.

CIP Fund Solutions' commitment to diversity and inclusion

CIP Fund Solutions is committed to securing a diverse and inclusive work environment where everyone feels respected and heard.

A diverse workforce allows CIP Fund Solutions to achieve results through different approaches and solutions to task execution and problem solving. We want all our employees to have equal opportunities for personal growth and career opportunities regardless of age, gender, sexual orientation, disability, religion, nationality, or ethnicity.