Analyst

Service Delivery & Operations

• Provide L1 troubleshooting support for hardware, software, voice, and network issues
• Log, track, and resolve incidents and service requests within defined SLAs
• Escalate unresolved issues to higher support levels when necessary
• Ensure customer satisfaction through timely and effective issue resolution

Technical Support

• Perform basic diagnostics on desktops, laptops, and peripherals
• Support installation and configuration of standard applications (MS Office, MS Teams, Genesys, Sanas)
• Assist with connectivity issues (wired/Wi-Fi, VPN, LAN/WAN)
• Provide support for audio/video playback and headset functionality

Documentation & Compliance

• Maintain accurate records of tickets and resolutions in ITSM tools
• Follow established SOPs and ITIL-based processes
• Support compliance and audit requirements through proper documentation

Collaboration & Communication

• Coordinate with infrastructure, application, and security teams for escalations
• Communicate effectively with business users and global clients in English
• Provide clear updates on ticket status and resolution progress

Experience

• 1–2 years of experience in IT Helpdesk / Technical Support
• Exposure to troubleshooting hardware, software, voice, and network issues

Technical Skills

• Familiarity with ITSM tools (ServiceNow, Remedy, or similar)
• Basic knowledge of Windows OS, O365, and Active Directory
• Understanding of networking fundamentals (DNS, VPN, LAN/WAN)

Language Requirement (Critical)

• Excellent command of English (spoken and written)
• Strong email writing and documentation skills

Preferred

• Exposure to global service delivery environments
• Certifications such as ITIL Foundation, Microsoft, or CompTIA (optional but advantageous)

Success Metrics

• SLA adherence rate
• First-call resolution improvement
• Customer satisfaction (CSAT) scores
• Reduction in repeat incidents