Analyst III Infra structure services Full Time

About the Company

Provides level 1 technical support to end users on computer-related technical problems to assigned accounts/ customers through voice support.

About the Role

A short paragraph summarizing the key role responsibilities.

Responsibilities:

• Technical Support & Troubleshooting
• Serve as the first point of contact for all IT-related issues via phone, email, ticketing system, or chat.
• Diagnose, troubleshoot, and resolve hardware, software, network, and application issues.
• Guide end users through step-by-step solutions and provide clear, user-friendly communication.
• Resolve issues within defined SLA timelines and escalate complex issues when necessary.
• Incident & Request Management
• Log, classify, prioritize, and manage incidents and service requests in the ITSM tool.
• Follow standard operating procedures (SOPs) for incident handling and problem resolution.
• Track and update ticket status regularly to maintain accurate documentation.
• Device & System Support
• Support installation, configuration, and maintenance of desktops, laptops, printers, mobile devices, and peripherals.
• Assist with user account management (password resets, access provisioning, permission updates).
• Support VPN, remote access, and basic network connectivity troubleshooting.
• Software & Application Support
• Install, upgrade, and configure applications as per organizational policies.
• Provide technical assistance for enterprise tools such as Microsoft 365, collaboration applications, and custom business applications.
• Customer Service
• Deliver professional, courteous, and empathetic support to end users at all times.
• Provide timely updates and ensure clear communication until issue resolution.
• Ensure high customer satisfaction ratings through quality service interactions.
• Documentation & Reporting
• Create and maintain knowledge base articles and troubleshooting guides.
• Document incident resolutions, system changes, and new technical procedures.
• Identify recurring issues and recommend improvements or long-term solutions.

Qualifications:

• Should have attended regular school/college with 10+2+3 as minimum qualification in any stream of subject.
• Proven experience in IT support, service desk, or technical support role.
• Strong understanding of Windows and/or macOS operating systems.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving, analytical, and communication skills.
• Ability to multitask, prioritize, and work effectively under pressure.
• Strong customer service orientation.
• Ability to work in a team environment.

Required Skills:

• Should have attended regular school/college with 10+2+3 as minimum qualification in any stream of subject.
• Proven experience in IT support, service desk, or technical support role.
• Strong understanding of Windows and/or macOS operating systems.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving, analytical, and communication skills.
• Ability to multitask, prioritize, and work effectively under pressure.
• Strong customer service orientation.
• Ability to work in a team environment.