IT Analyst-Service Desk

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Job Description – Service Desk Agent 

Job Title: Service Desk Agent 
Location: India Hyderabad, Onsite (MTIC) 
Department: IT Infrastructure & Operations 
Reports To: Service Desk Lead 

Role Summary 

We are looking for a proactive and customer-focused Service Desk Agent to provide first-line IT support to users across multiple regions and time zones. The role is responsible for handling incidents and service requests related to hardware, software, access, and end-user technologies while delivering a high standard of customer service. 

The successful candidate will be part of a global support function and will play a key role in ensuring timely issue resolution, accurate ticket management, and positive end-user experiences. This role requires strong communication skills, technical troubleshooting capability, and a willingness to learn and develop within a fast-paced IT support environment. 

Key Responsibilities 

End-User Support 

• Provide first-line technical support via phone, email, chat, and ITSM platform.  

• Troubleshoot and resolve incidents related to hardware, software, printers, Microsoft 365, VPN, and user access issues.  

• Support remote users using remote support tools.  

• Escalate unresolved or complex issues to higher support teams where required.  

Incident & Request Management 

• Log, categorise, prioritise, and manage tickets accurately within the ITSM tool.  

• Ensure incidents and service requests are resolved within agreed SLAs.  

• Maintain clear and accurate ticket updates and communication with users.  

• Follow established support procedures and escalation processes.  

Customer Service & User Experience 

• Deliver professional, courteous, and customer-focused support at all times.  

• Keep users informed on ticket progress and resolution status.  

• Contribute to a positive end-user experience through responsive and effective support.  

Knowledge Management & Process Adherence 

• Follow documented SOPs and support processes.  

• Contribute to knowledge articles and documentation updates where appropriate.  

• Maintain compliance with IT security and operational standards.  

Team Collaboration 

• Work collaboratively with Service Desk colleagues and wider IT teams.  

• Participate in shift handovers and operational meetings.  

• Support continuous improvement initiatives within the support function.  

Qualifications & Experience 

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.  

• 2–6 years of experience in an IT Service Desk or technical support environment.  

• Familiarity with ITSM tools such as ServiceNow or similar platforms.  

• Basic understanding of ITIL support processes preferred.  

• Experience supporting Windows OS, Microsoft 365, laptops, mobile devices, and remote access tools.  

Key Skills 

• Strong customer service and communication skills.  

• Good troubleshooting and problem-solving capability.  

• Ability to work effectively in a team environment.  

• Strong attention to detail and organisational skills.  

• Willingness to learn and adapt in a fast-paced environment.  

• Positive, professional, and customer-focused attitude.  

Why Join Us? 

• Opportunity to join a growing global IT support organisation.  

• Exposure to enterprise technologies and international operations.  

• Collaborative and supportive team culture.  

• Career development and progression opportunities. 

What We’re Looking For: 

• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
   

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy