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Service Desk Analyst I

Date: Jun 24, 2022

Location: Pune, IN, 411028

Company: Bentley Systems

Service Desk Analyst I





Position Summary :


Reporting directly to the Global Manager Service Delivery. The role requires working knowledge of common IT systems and associated troubleshooting, customer support skills and practical understanding of ITIL framework. The role requires excellent customer service skills and the ability to properly triage and resolve and/or escalate reported incidents, requests and problems.




  • Serve as the primary support liaison between the Customers and Bentley Systems.
  • Promote and maintain a high-quality service and professional support for all Bentley customers, via tickets, phone calls and chat support.
  • Consistently deliver quality customer service, aligned with the agreed Service Level Agreements.
  • Work with the relevant stakeholders (IT Teams) and Level 2 and 3 support teams to resolve all customer incidents and requests.
  • Correctly document and resole all customer incidents and requests. Leverage the Bentley Service Management system for effective documentation.
  • Diagnose, troubleshoot, and resolve incidents, using documented procedures and solutions.
  • Maintain communication with Customers on progress of all escalated incidents and requests.
  • Assist to create Service Desk procedures.
  • Create / maintain knowledge base articles, for prompt and accurate support.
  • Responsible for Access management (various account creations and account management).
  • Global support needs 24*7 availability. This involves working in various shifts.
  • The role needs you to perform as an individual contributor and as a team player. You should be a self-starter and can work effectively with least monitoring. 






  • 2 to 4 years’ experience as a Technical Support Analyst.
  • Bachelor’s Degree and equivalent work experience.
  • Excellent Spoken and written English is a must. Skills in other languages can be useful.
  • Excellent telephone communication skills.
  • Strong customer service focus.
  • Excellent follow up and time management skills.
  • Ability to troubleshoot and effectively document the actions.
  • Expertise troubleshooting for Microsoft products and other operating platforms.
  • Expertise in remote Desktop support.







  • ITIL certification
  • Microsoft certification



Who We Are:

Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, and industrial facilities. Our offerings include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,000 colleagues and generates annual revenues of more than $800 million, in 172 countries.


Equal Opportunity Employer:

Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.

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