Technical Support Analyst Freshers

2 weeks ago

Bengaluru South Karnataka, India IPDigital LLC Full time ₹ 3,50,000 - ₹ 7,00,000 per year

Role: Global Technical Support Analyst (L1 End User Support)

·      Responsible to take ownership of end-user issues end-to-end and resolve it ASAP.

·      Responsible for delivering high-class customer service to end-users on their IT needs.

·      Handle calls, chats, and service tickets as part of the daily task – be responsible for the service ticket from creation to resolution and act as a facilitator as and when required.

·      Troubleshoot operating problems – any technical issues related to laptops, desktops and any other IT peripherals, service-related issues and involves technical resources where necessary to ensure timely resolution.

·      Prioritize daily/weekly tasks as necessary. Diligently follow GITSC processes and SOPs.

·      Identifies, creates, investigates, and researches user questions and problems as well as isolates and resolves information systems problems by effectively using the Knowledge Management tool.

·      Manage service centre activities such as self-service queue, calls, and follow-ups on time.

·      Give and seek feedback in an open, constructive, and timely manner at all levels.

Skill Requirements

·      Prior experience supporting end users in different geographical locations to resolve issues related to hardware, software, basic network issues, Active Directory, etc.

·      Basic Troubleshooting on windows 10 & Windows 11 OS.

·      Troubleshoot 0365 and knowledge on Licensing on 0365

·      Create Users, Delete Users in AD and knowledge on Azure AD.

·      Experience providing first-level IT support to Global customers/users.

·      Strong written and verbal communication skills in English.

·      Ability to handle multiple customer requests simultaneously and prioritize daily workloads.

·      Ability to identify, analyze, and resolve problems logically.

·      Ability to troubleshoot and identify the root cause.

·      Should be flexible and adaptable to new technologies.

·      Should have Microsoft Certification

Desired Skills

·      He / She should have 6 months to 3 years  of experience providing first level IT support to Global customers/users.

·      He / She should have experience in voice/chat support process.

·      He / She should have prior experience supporting end user related issues like hardware, software, basic network issues, Active directory etc.

·      Should have worked on ITSM/ITIL ticketing tools.

·      Ability to consistently deliver high quality customer service in a professional manner.

·      Strong verbal and written interpersonal skills/ Communication skills in English.

·      Ability to learn quickly (on the job, through formal training & self-learning).

·      Ability to multitask and prioritize critical items.

·      Strong customer service focus.

·      Strong listening skills.

·      Strong Analytical skills.

·      Ability to handle multiple customer requests simultaneously in a timely manner.

·      Effective prioritization, follow-up skills and the ability to call out issues quickly when necessary.

·      Ability to follow standard operating procedures & processes.

·      Ability to deal with ambiguity.

·      Flexibility to accommodate staff scheduling changes and work in 24x7 shift.

Education

Any Graduate with computer background.

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