Analyst (Support & Operations)

Thiruvananthapuram, Kerala
Job Summary

1. Job Summary\\\\r\\\\nThe role is responsible for providing Level 1 (L1) IT Service Desk support to end users, acting as the first point of contact for hardware, software, network, and access-related issues. The position focuses on incident resolution, request fulfillment, customer experience, and adherence to SLA, quality, and compliance standards while working in a multi-shift operational environment. \\\\r\\\\n________________________________________\\\\r\\\\n2. Key Responsibilities\\\\r\\\\n• Provide first-line technical support to end users via telephone, email, and chat for hardware, software, network, and remote access issues. \\\\r\\\\n• Diagnose, troubleshoot, and resolve incidents within agreed SLAs, ensuring First Call Resolution (FCR) wherever possible. \\\\r\\\\n• Route or escalate unresolved or complex issues to Level 2 / Level 3 support teams following defined escalation processes. \\\\r\\\\n• Administer user access management, including joiners, movers, and exit controls. \\\\r\\\\n• Use the call tracking/ticketing system to log, update, track, and document incidents, service requests, resolutions, and workarounds. \\\\r\\\\n• Coordinate with vendors and internal support teams for hardware, software, and network issue resolution. \\\\r\\\\n• Ensure positive customer experience and CSAT, maintaining minimum AHT and avoiding reopened or rejected resolutions. \\\\r\\\\n• Maintain high login efficiency and availability during assigned shifts. \\\\r\\\\n• Adhere to quality standards, voice and accent guidelines, regulatory requirements, and company policies. \\\\r\\\\n• Participate in cross-training, operational excellence initiatives, and teamwork activities within the service desk. \\\\r\\\\n• Contribute to knowledge base updates and continuous self-development. \\\\r\\\\n• Support helpdesk-related projects or internal assignments as a project team member when required. \\\\r\\\\n________________________________________\\\\r\\\\n3. Skill Requirement / Other Requirement\\\\r\\\\nTechnical Skills\\\\r\\\\n• Windows Operating Systems: Windows 7, Windows 8, Windows 10 (Client) and Windows 2000 / 2003 / 2008 (Server). \\\\r\\\\n• Remote support tools: TeamViewer, LiveMeeting, Windows Remote Assistance. \\\\r\\\\n• Collaboration tools: Microsoft Lync and OCS. \\\\r\\\\n• Microsoft Office Suite: Word, Excel, PowerPoint, Outlook. \\\\r\\\\n• Internet browsers: Internet Explorer, Chrome, Firefox. \\\\r\\\\n• Security tools: Anti-virus and firewall software. \\\\r\\\\n• PC hardware knowledge: \\\\r\\\\no Desktop and laptop systems\\\\r\\\\no Peripheral devices (printers, scanners) \\\\r\\\\n• Mobile devices and OS: iOS, Android, Windows. \\\\r\\\\n• Mobile device management exposure (preferred): AirWatch, MobileIron, Blackberry, Good for Enterprise. \\\\r\\\\nBehavioral / Operational Requirements\\\\r\\\\n• Willingness to work in rotational shifts, including national holidays, as per operational requirements. \\\\r\\\\n• Ability to work collaboratively in a team-oriented helpdesk environment. \\\\r\\\\n• Strong customer handling skills with focus on service quality and compliance. \\\\r\\\\nEligibility\\\\r\\\\n• Fluency in the respective language at B2 level or above. \\\\r\\\\n________________________________________\\\\r\\\\n4. Additional Request\\\\r\\\\n• Willingness to participate in on-the-job and commercial training programs to enhance technical skills and support capabilities. \\\\r\\\\n• Readiness to contribute to continuous improvement initiatives, including process optimization and operational excellence

Key Responsibilities

Provide first-line technical support to end users via telephone, email, and chat for hardware, software, network, and remote access issues. \r\n• Diagnose, troubleshoot, and resolve incidents within agreed SLAs, ensuring First Call Resolution (FCR) wherever possible. \r\n• Route or escalate unresolved or complex issues to Level 2 / Level 3 support teams following defined escalation processes. \r\n• Administer user access management, including joiners, movers, and exit controls. \r\n• Use the call tracking/ticketing system to log, update, track, and document incidents, service requests, resolutions, and workarounds. \r\n• Coordinate with vendors and internal support teams for hardware, software, and network issue resolution. \r\n• Ensure positive customer experience and CSAT, maintaining minimum AHT and avoiding reopened or rejected resolutions. \r\n• Maintain high login efficiency and availability during assigned shifts. \r\n• Adhere to quality standards, voice and accent guidelines, regulatory requirements, and company policies. \r\n• Participate in cross-training, operational excellence initiatives, and teamwork activities within the service desk. \r\n• Contribute to knowledge base updates and continuous self-development. \r\n• Support helpdesk-related projects or internal assignments as a project team member when required.

Skill Requirements

Technical Skills\r\n• Windows Operating Systems: Windows 7, Windows 8, Windows 10 (Client) and Windows 2000 / 2003 / 2008 (Server). \r\n• Remote support tools: TeamViewer, LiveMeeting, Windows Remote Assistance. \r\n• Collaboration tools: Microsoft Lync and OCS. \r\n• Microsoft Office Suite: Word, Excel, PowerPoint, Outlook. \r\n• Internet browsers: Internet Explorer, Chrome, Firefox. \r\n• Security tools: Anti-virus and firewall software. \r\n• PC hardware knowledge: \r\no Desktop and laptop systems\r\no Peripheral devices (printers, scanners) \r\n• Mobile devices and OS: iOS, Android, Windows. \r\n• Mobile device management exposure (preferred): AirWatch, MobileIron, Blackberry, Good for Enterprise. \r\nBehavioral / Operational Requirements\r\n• Willingness to work in rotational shifts, including national holidays, as per operational requirements. \r\n• Ability to work collaboratively in a team-oriented helpdesk environment. \r\n• Strong customer handling skills with focus on service quality and compliance. \r\nEligibility\r\n• Fluency in the respective language at B2 level or above.

Other Requirements

Willingness to participate in on-the-job and commercial training programs to enhance technical skills and support capabilities. \r\n• Readiness to contribute to continuous improvement initiatives, including process optimization and operational excellence

#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-