IT Analyst

Job Title: IT Analyst

Location: Bangalore, India

Job Summary:

We are looking for an IT Analyst to join our internal technical support team. The role involves providing Level 1 technical support to internal employees by handling incoming calls and support tickets, troubleshooting technical issues, and ensuring timely resolution while maintaining high service standards.

Key Responsibilities:

• Provide Level 1 technical support to internal employees via phone, email, and ticketing systems.
• Diagnose and resolve technical, procedural, and system-related issues.
• Record, track, and monitor issues through the ticketing system until resolution.
• Ensure proper documentation of issues, actions taken, and resolutions.
• Escalate unresolved issues to the appropriate teams following defined procedures.
• Follow up with users to ensure issue resolution and user satisfaction.
• Identify recurring technical issues and recommend improvements.
• Work collaboratively with internal teams to resolve technical problems.
• Adhere to established service desk processes and escalation guidelines.
• Provide support as per 24/7 shift schedules, including weekends and night shifts if required.

Required Qualifications:

• Bachelor's degree (Computer Science / IT / Engineering preferred).
• Strong verbal and written communication skills.
• Ability to interact effectively with both technical and non-technical users.
• Basic understanding of Windows operating systems and desktop applications.
• Good troubleshooting and analytical skills.

Preferred Qualifications:

• 6+ months of experience in an international service desk or technical support role.
• Experience supporting international users via phone or ticketing tools.
• Certifications related to technical support or IT service management are an added advantage.

Key Skills:

Technical Support, Service Desk, IT Helpdesk, Windows OS, Troubleshooting, Ticketing Tools, Customer Support, Incident Management.