Analyst (Support & Operations)

Job Summary

To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

We seek a skilled Service Desk Analyst with IT support experience, strong troubleshooting abilities, and proven efficiency in managing high-volume ticket queues.

Provide Level 1 IT support through phone, email, and ticketing tools (e.g., Service Now, Vayuspher).\\r\\n• Troubleshoot and resolve incidents involving desktops, laptops, printers, Outlook, VPN, networks, and other end-user systems.\\r\\n• Adhere to ITIL processes for managing incidents and service requests.\\r\\n• Escalate unresolved incidents to Level 2/3 support teams in accordance with defined SLAs.\\r\\n• Ensure accurate documentation of tickets, utilize closure templates, and maintain consistent follow-up communication.\\r\\n• Uphold high standards of ticket management and strive to maximize user satisfaction.\\r\\n• Comply with the 3-strike policy for user follow-up.\\r\\n• Collaborate with FSS teams to coordinate onsite support requests when necessary.\\r\\n\\r\\n

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

• Provide Level 1 IT support through phone, email, and ticketing tools (e.g., Service Now, Vayuspher).
• Troubleshoot and resolve incidents involving desktops, laptops, printers, Outlook, VPN, networks, and other end-user systems.
• Adhere to ITIL processes for managing incidents and service requests.
• Escalate unresolved incidents to Level 2/3 support teams in accordance with defined SLAs.
• Ensure accurate documentation of tickets, utilize closure templates, and maintain consistent follow-up communication.
• Uphold high standards of ticket management and strive to maximize user satisfaction.
• Comply with the 3-strike policy for user follow-up.
• Collaborate with FSS teams to coordinate onsite support requests when necessary.

Skill Requirements

Job Description : • Provide Level 1 IT support through phone, email, and ticketing tools (e.g., Service Now, Vayuspher).\\r\\n• Troubleshoot and resolve incidents involving desktops, laptops, printers, Outlook, VPN, networks, and other end-user systems.\\r\\n• Adhere to ITIL processes for managing incidents and service requests.\\r\\n• Escalate unresolved incidents to Level 2/3 support teams in accordance with defined SLAs.\\r\\n• Ensure accurate documentation of tickets, utilize closure templates, and maintain consistent follow-up communication.\\r\\n• Uphold high standards of ticket management and strive to maximize user satisfaction.\\r\\n• Comply with the 3-strike policy for user follow-up.\\r\\n• Collaborate with FSS teams to coordinate onsite support requests when necessary.\\r\\n\\r\\n

Other Requirements

Good Have a Technical knowledge on Windows , MAC, Network and EUC