IT Support Analyst

4 days ago

Hyderabad, Telangana, India Tranway Technologies Pvt Ltd Full time ₹ 4,00,000 - ₹ 6,00,000 per year

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 )

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