It Support Analyst

2 weeks ago

Mumbai, Maharashtra, India Enermech Full time ₹ 6,00,000 - ₹ 12,00,000 per year

We are looking for an experienced IT Support Analyst to join our team in Mumbai. This role requires expertise in desktop support, including computer hardware, software, and peripherals. The IT Support Analyst will handle daily IT support requests, manage the helpdesk system, and contribute to longer-term IT projects. The role offers opportunities to work closely with the global IT team and gain experience across a wide range of technologies.

Role & responsibilities

  • Manage the IT Support Helpdesk ticketing system and handle tickets within scope.
  • Provide high-quality support to end users while meeting strict SLAs for response and resolution.
  • Escalate unresolved issues in line with defined processes.
  • Perform hardware and software installations, maintenance, and support.
  • Assist with server maintenance as required.
  • Identify, analyze, and improve IT support processes and procedures.
  • Work on both individual and team-based IT projects using project management principles.
  • Develop checklists and preventive procedures for recurring issues.
  • Build strong working relationships with stakeholders across the business.

Preferred candidate profile

  • Bachelors Degree / Diploma in Computer Science or related field
  • Minimum 3 years experience in a similar IT support role.
  • Strong technical skills in a WinTel environment.
  • Good understanding of ITIL or other Service Process frameworks.
  • Microsoft Certifications (MCP / MCSE / MCSA) or equivalent (CompTIA, O365).
  • Proven expertise in hardware & software installations (IMAC).
  • Proficient in workplace deployment services.
  • Hands-on experience with endpoint security administration & support.
  • Strong knowledge of Office 365 and basic cloud technologies.
  • Experience with asset and workplace license management.

Personal Qualities

  • Strong analytical and problem-solving skills.
  • Ability to work independently as well as part of a team.
  • Excellent communication skills in English (written & spoken).
  • Flexible to work outside normal hours when required.
  • Strong customer service orientation and interpersonal skills.

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