Service Desk Analyst

About Monster Energy:

Forget about blending in. That's not our style. We're the risk takers, the trailblazers, the gamechangers. We're not perfect and we don't pretend to be. We're raw, unfiltered, and a bit unconventional. Our drive is just like our athletes, unrivaled. The power is in your hands to define what success looks like and where you want to take your career. It's not just about what we do, but about who we become on along the way. We are much more than a brand here. We are a way of life, a mindset. Join us.

A Day in the Life:

As a Service Desk Analyst, you'll power the business by delivering fast, reliable IT support through phone, Microsoft Teams, email, and ServiceNow. You'll take ownership of troubleshooting and resolving hardware, software, account access, and mobile device issues, partnering with Desktop Support, global IT teams, and external vendors to drive solutions when escalation is needed.

You'll support users primarily in English while assisting a diverse global workforce, maintain accurate ticket documentation, contribute to our knowledge base, and ensure issues are resolved within SLA commitments. Success in this role means combining technical expertise, a customer-first mindset, and a relentless focus on keeping our teams connected and productive.

The Impact You'll Make:

• Serve as the first point of contact for Monster Energy employees across APAC, handling technical support requests by phone, Microsoft Teams, email and the ServiceNow self-service portal.
• Log, categorize, prioritize and track all incidents and service requests in ServiceNow, and monitor the queue so tickets are resolved and closed within SLA with clear troubleshooting and resolution notes.
• Diagnose and resolve hardware, software and connectivity issues remotely using remote support tools, and provide walk-up support at the India office in partnership with local Desktop Support.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint and the Office apps.
• Manage user accounts, group memberships and password resets in Active Directory and Microsoft Entra ID, including Multi-Factor Authentication (MFA) and self-service password reset support.
• Enroll, configure and troubleshoot Windows, macOS and iOS devices in Microsoft Intune, including app deployment, compliance policies and remote lock, wipe.
• Support remote onboarding and offboarding, including account provisioning, access requests, and coordinating equipment logistics with local offices and vendors, and keep asset and software license records in ServiceNow accurate.
• Identify and escalate major incidents under incident management procedures, route issues with complete information to the right resolver groups (Desktop Support, Infrastructure, Applications, Security), and work with APAC vendors such as wireless carriers and hardware providers to resolve issues.