Service Desk Associate

Contract type: 1 year fixed term

Location: New Delhi, India
Vacancies: Two

Adam Smith International (ASI) is currently seeking a talented BOOST Agent to join our Business Operations & Optimisation Support Team (BOOST). This team provides a central, reliable support service to colleagues across ASI, ensuring that our core business systems and processes run smoothly and efficiently.

The BOOST Agent will provide first and second-line operational support across ASI’s Operations, including the Operating System (ASI OS) and related workflows (Finance, People & Talent (P&T), Legal, Ethics and Compliance (LEC), and IT). They will also provide direct administrative support to projects. Working through the BOOST AiHub, the Agent will triage and resolve tickets, support user onboarding and access, help maintain clean and accurate data, and contribute to a growing knowledge base that enables self-service.

This role will suit someone who enjoys problem-solving, working across functions, continuous improvement, and helping others to get things done. You will play a key role in reducing operational friction so that programme teams can focus on delivery, while ensuring that ASI maintains

Key responsibilities

Support & Ticket Management

• Handle and triage incoming tickets via the BOOST AiHub;

• Provide Tier 1–2 support, resolving straightforward and moderately complex queries using existing workflows, SOPs and Knowledge Base (KB) articles;

• Apply consistent categorisation and tagging of tickets to support reporting and trend analysis;

• Escalate tickets to the appropriate department (Finance, HR, IT, Legal, DevOps) where needed, following agreed routes and SLAs;

• Help ensure BOOST service standards are met, including timely first response to users.

OS & Data Support

• Support user access requests, MFA resets and basic onboarding/offboarding steps in the OS;

• Identify and correct simple data issues (e.g. user roles, missing approvals, incomplete records) following agreed procedures;

• Flag inconsistencies or risks that may impact Finance, HR or operational workflows;

• Contribute to maintaining accurate and auditable records in ASI’s operating systems.

Cross-Team Coordination & Knowledge Sharing

• Liaise with colleagues in IT, Finance, HR, Legal, and DevOps to help resolve cross-cutting operational issues;

• Participate in regular BOOST team meetings to discuss open issues, share learning and identify improvements;

• Convert frequently asked questions and resolved queries into clear, user-friendly Knowledge Base articles;

• Suggest enhancements to processes, guidance and tools where you see opportunities to improve efficiency or user experience.

Direct Project Support

• Manage end-to-end onboarding and offboarding for project resources;

• Provide first-line support for project associates – resolving issues by liaise with colleagues in IT, Finance, P&T, LEC, and DevOps to find the solution;

• Prepare contract and induction packs;

• Coordinate due diligence;

• Conduct timesheet/expense completeness checks;

• Support the invoicing process, ensuring all documentation is collated.