Support Analyst Full Time

Job Description
Primarily responsible to provide technical support to business users in both networked and standalone configurations and helps in resolving technical issues. The support is provided remotely via phone or email and sometimes through instant messaging.
Duties Responsibilities
ESSENTIAL
Supports business users through remote access software while identifying, researching and communicating on technical issues and driving them towards resolution
Operate in 24×7 rotational shifts
Responds to telephone calls emails, for technical and functional support. Technical support involves troubleshooting, training, report generation and fault logging of IT systems for end-users of business applications.
Functional support includes supporting internal IT teams by providing detailed documentation on tickets, providing access to applications in production environment, helping in processing security forms, submitting application and network performance KPI
Responsible for meeting defined service level agreement for resolving service requests and incidents (from opening to closure)
Document, track and monitor issues to ensure timely resolution of service center tickets
Prepares reports and dashboards using the data on IT tickets
Follows standard support procedure in emailing customers, responding to calls, ticket documentation and other communication
Maintains call log history for statistical analysis and performance measurement purposesNON-ESSENTIAL
Supports new projects for upgrading IT systems to improve user experience
Should be open to travel as per business needs
Participates in meetings during absence of Lead or SupervisorSupervisory Responsibilities
This position has NO supervisory responsibilitiesReporting Relationship
Reports to Manager, IT service center
Works closely with Lead SupervisorQualifications
REQUIRED
Bachelor s degree, preferably in computer science, or equivalent education and experience
1-3 years of IT support experience and/or call center experience (Windows 10 Support)
Excellent communication skills in English language
Able to work independently, willing to work in rotational shifts.DESIRED
Microsoft, Cisco and ITIL certificationsKnowledge, Skills, Abilities, and Other Characteristics
Knowledge support experience for Windows 10 OS, Active Directory, MS Office Applications, Google Mail, computer hardware
Teamwork Interpersonal skills
Analytical, problem solving decision making skills

Tagged as: active directory, computer science, environment, it support, ms office, new projects, problem solving, remote access, service level, SLA, technical support, troubleshooting, unixother skills:customer relations, windows 10