Analyst, IT Support

About the role

The ideal candidate will be responsible for desktop, laptop, and end-user application support, ensuring high availability, performance, and user satisfaction while meeting SLA commitments.

What you'll do

• Install, configure, and support Windows desktop/laptop environments (MacOS/Linux exposure is a plus)
• Provide L1 technical support to end-users via phone, email, chat, and remote tools
• Troubleshoot and resolve hardware, software, Office 365, Outlook/Exchange, Active Directory, printer, and basic network issues
• Manage incident and service request lifecycle using ITSM/ticketing tools, ensuring SLA adherence
• Perform remote troubleshooting, root cause analysis, and coordinate escalations to internal SMEs or external vendors

What you need

• 2–3 years in it support & networking
• Active Directory
• Office 365
• Windows
• Hardware
• Troubleshooting
• Customer handling
• BCA or B.Tech or B.E. or B.Sc

Good to have

• ITIL
• Linux
• Ticketing tools
• Root cause analysis
• SOP writing