IT Support Analyst

Job Description : - Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries - Receive, log and manage calls from internal staff via telephone and web portals - 1st line support - troubleshooting of IT related issues for Windows 10/11, MS outlook, Knowledge of various mobile devices (Apple, Android, Windows) - Escalate unresolved tickets to the infrastructure support team - Log all calls in the tool SNOW (Service Now) - Ability to multi-task and prioritize workload - Ability to adapt to continuously changing procedures and environment - Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner - Maintain a high degree of customer service for all support queries and adhere to all service management principles - Provide stats for the weekly Service Desk report on call trends - Publish support documentation to assist staff with requests for information & provide staff training if required - Excellent communication skills, both written as well as verbal, with prior voice support experience - 1-2 years previous IT Service Desk and/or Call Centre experience required - Incident Management experience - Managing incidents including business expectations and communication (ref:hirist.tech)

Location: hyderabad, IN

Posted Date: 5/3/2025