Technical Support Analyst

Job Description

Role: Technical Support Analyst (L1 End User Support)

• Responsible to take ownership of end-user issues end-to-end and resolve it ASAP.
• Responsible for delivering high-class customer service to end-users on their IT needs.
• Handle calls, chats, and service tickets as part of the daily task – be responsible for the service ticket from creation to resolution and act as a facilitator as and when required.
• Troubleshoot operating problems – any technical issues related to laptops, desktops and any other IT peripherals, service-related issues and involves technical resources where necessary to ensure timely resolution.
• Prioritize daily/weekly tasks as necessary. Diligently follow processes and SOPs.
• Identifies, creates, investigates, and researches user questions and problems as well as isolates and resolves information systems problems by effectively using the Knowledge Management tool.
• Manage service centre activities such as self-service queue, calls, and follow-ups on time.
• Give and seek feedback in an open, constructive, and timely manner at all levels.

Skill Requirements

• Prior experience supporting end users in different geographical locations to resolve issues related to hardware, software, basic network issues, Active Directory, etc.
• Basic Troubleshooting on windows 10 & Windows 11 OS.
• Troubleshoot 0365 and knowledge on Licensing on 0365
• Create Users, Delete Users in AD and knowledge on Azure AD.
• Experience providing first-level IT support to Global customers/users.
• Strong written and verbal communication skills in English.
• Ability to handle multiple customer requests simultaneously and prioritize daily workloads.
• Ability to identify, analyze, and resolve problems logically.
• Ability to troubleshoot and identify the root cause.
• Should be flexible and adaptable to new technologies.
• Should have Microsoft Certification

Desired Skills

• He / She should have 6 months to 3 years of experience providing first level IT support to Global customers/users.
• He / She should have experience in voice/chat support process.
• He / She should have prior experience supporting end user related issues like hardware, software, basic network issues, Active directory etc.
• Should have worked on ITSM/ITIL ticketing tools.
• Ability to consistently deliver high-quality customer service in a professional manner.
• Strong verbal and written interpersonal skills/ Communication skills in English.
• Ability to learn quickly (on the job, through formal training & self-learning).
• Ability to multitask and prioritize critical items.
• Strong customer service focus.
• Strong listening skills.
• Strong Analytical skills.
• Ability to handle multiple customer requests simultaneously in a timely manner.
• Effective prioritization, follow-up skills and the ability to call out issues quickly when necessary.
• Ability to follow standard operating procedures & processes.
• Ability to deal with ambiguity.
• Flexibility to accommodate staff scheduling changes and work in 24×7 shift.

Education

Any Graduate with computer background.