Analyst (Support & Operations)

About the role

Role Purpose Provide Level 1 support to employees through approved support channels, ensuring timely resolution of employee queries, incidents, and service requests while maintaining customer satisfaction and adherence to operational SLAs. Employee Care support is primarily knowledge-based and process-driven.

What you'll do

• Serve as the first point of contact for employee IT and service-related requests
• Resolve issues using approved Knowledge Base (KB) articles and documented procedures
• Provide support through phone, email, chat, and ticketing tools
• Maintain accurate ticket documentation and updates
• Meet SLA, quality, productivity, and customer satisfaction targets

What you need

• 0–2 yrs of experience
• Customer service
• ServiceNow
• Documentation
• Ticketing tools
• Problem solving
• Any graduate