IT Analyst (Technical Support)

New Era Technology

Our team is looking for an IT analyst to work as a member of our internal technical support team to, process Level 1 technical requests from internal employees over the phone and tickets.

Responsibilities:

Function as an Internal IT Technical Support Executive catering to inbound calls.

Provide resolution of procedural, process, information, and technical problems for requests from the internal client base submitted over the phone or automated means.

Provide an audit trail of all problems and resolutions (input, monitor, action, close) through the use of required tools.

Assume ownership of any IT problem from any internal client and follow the path of escalated contacts to ensure the problems are resolved in timely and effective ways to the satisfaction of the requestor and well within the contractual agreements.

Follow up with clients and utilize case handling and closure policies to insure satisfaction both from users and employers.

Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the field.

Act as an advocate for internal clients to ensure their needs and concerns are addressed.

Follow established procedures for call referral, escalation, and problem resolution. Work cooperatively with other team members to resolve problems to the satisfaction of the administrators.

Recommend modifications to existing procedures or new procedures that will improve the overall operation of the Service Desk Team.

Perform other duties and responsibilities as assigned.

Minimum Requirements

Grad Degree (CS or EE a plus).

Excellent written and Verbal communication skills.

Ability to communicate clearly and effectively with all levels of IT and Non-IT staff via phone, email, and/or IM.

Absolute availability and adherence to work shifts as assigned on a 24/7 mode.

This includes assignments on weekend support and night shift as per process requirements.

Experience : 0 - 1 Years

No. of Openings : 1

Education : Professional Degree, B.C.A

Role : IT Analyst

Industry Type : IT-Hardware & Networking / IT-Software / Software Services

Gender : [ Male / Female ]

Job Country : India