It Support Services Analyst

1 week ago

Bangalore Karnataka, India Clarivate Full time

This role involves delivering initial technical support to end users The ideal candidate possesses a robust grasp of IT fundamentals coupled with adept problem-solving skills Additionally the role demands sound judgment to swiftly identify and address high-impact incidents making informed decisions regarding the path of user queries Responsible for delivering initial technical support to end users Uses sound judgment to swiftly identify and address high-impact incidents makes informed decisions regarding the path of user queries About You - experience education and skills required Bachelor s degree in related field Ability to support 24 7 in rotational shift Minimum 1 year of experience as a Service Desk Analyst or relevant role Technical proficiency in troubleshooting IT issues Excellent researching and problem-solving skills including the ability to analyze evaluate and determine solutions to business problems Familiarity with IT service desk tools and technologies e g active directory O365 admin SharePoint etc What will you be doing in this role Provide expert-level support for reported technical issues and incidents ensuring timely and effective solutions over the Call and Teams chat Troubleshoot and resolve complex hardware software and network-related problems Install configure and maintain software applications and systems Prioritize and escalate issues as needed Deliver exceptional customer service by ensuring a positive and professional interaction with end-users Maintain accurate records of incidents resolutions and interactions with internal customers Suggest knowledge base requirements for common issues and resolutions Able to identify recurring issues and or other evolving trends and flag them for correction About the Team You will be part of Clarivate s IT Service Desk team operating across Bengaluru and Noida providing 24x7 IT support to over 15 000 colleagues globally The team serves as the first point of contact for IT-related incidents and requests ensuring business continuity through reliable efficient and customer-centric service delivery Hours of Work 40-hours per week permanent full-time position IST time zone At Clarivate we are committed to providing equal employment opportunities for all qualified persons with respect to hiring compensation promotion training and other terms conditions and privileges of employment We comply with applicable laws and regulations governing non-discrimination in all locations

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