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.

• First-Level Technical Support: Serve as primary contact for users via phone, email, chat, or in-person; log incidents and manage ticket lifecycle.
• Troubleshooting & Resolution: Diagnose and resolve hardware/software/network issues (Windows, macOS, mobile OS, printers, VDI) at Tier-1/Tier-2 level.

Key Responsibilities

User Account & Security Support: Manage Active Directory, password resets, access permissions; assist with security procedures. \\r\\n• Knowledge Base & Documentation: Maintain resolution notes, update internal KB, contribute to support documentation.\\r\\n• User Training & Communication: Provide guidance, and status updates to end users. \\r\\n

Approval History

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.

Skill Requirements

Knowledge of ITSM tools, Active Directory, Windows/macOS

Other Requirements

: Provide technical support to end users by troubleshooting issues, managing incident tickets, configuring systems, and maintaining documentation. Partner with IT teams to ensure seamless service delivery.