IT Analyst

Job Summary

We are seeking a proactive and customer\-focused Tech Support Analyst to provide technical assistance to internal users and clients. The ideal candidate will be responsible for troubleshooting hardware, software, network, and application\-related issues while ensuring timely resolution and excellent customer service. This role requires strong technical knowledge, analytical thinking, and effective communication skills.

Key Responsibilities

• Provide Level 1 and Level 2 technical support via phone, email, chat, and remote desktop.
• Diagnose and resolve hardware, software, operating system, printer, and network\-related issues.
• Install, configure, and maintain desktops, laptops, software applications, and peripheral devices.
• Manage and resolve support tickets within defined Service Level Agreements (SLAs).
• Escalate complex technical issues to senior engineers or relevant teams when required.
• Support user account management, password resets, and access permissions.
• Document incidents, resolutions, and troubleshooting steps in the ticketing system.
• Perform system updates, software installations, and routine maintenance activities.
• Coordinate with vendors and internal teams for issue resolution and equipment replacement.
• Maintain IT asset inventory and ensure compliance with company IT policies.

Required Qualifications

• Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field.
• 2–4 years of experience in Technical Support, IT Helpdesk, or Desktop Support.
• Experience supporting Windows operating systems and Microsoft Office 365\.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with Active Directory, remote support tools, and ticketing systems (ServiceNow, Freshservice, Jira, Zendesk, or similar).
• Excellent verbal and written communication skills.
• Strong analytical, troubleshooting, and customer service skills.

Preferred Skills

• Knowledge of ITIL processes.
• Experience with cloud platforms such as Microsoft 365 or Google Workspace.
• Basic knowledge of cybersecurity best practices.
• Ability to work independently and manage multiple support requests.

Key Competencies

• Technical Troubleshooting
• Customer Service Orientation
• Problem Solving
• Time Management
• Team Collaboration
• Attention to Detail
• Communication Skills

Pay: ₹35,000\.00 \- ₹43,000\.00 per month

Benefits

• Provident Fund

Work Location: In person