Command Center Analyst

Job Title: Command Center Analyst

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Job Summary:

TPMGuru Private Limited is looking for a motivated and detail-oriented Command Center Analyst to join our IT operations team. The ideal candidate will be responsible for providing first-level support, monitoring systems, handling incidents, and ensuring timely escalation and resolution. This role requires excellent communication skills, customer service orientation, and the ability to work in a fast-paced environment.

Key Responsibilities:

• Provide IT Service Desk support to end-users across the organization.
• Handle inbound service calls, log incidents, and attempt first-call resolution.
• Escalate unresolved incidents to the appropriate technical teams following defined SLAs.
• Monitor escalation emails and ensure prompt action is taken.
• Create, track, and assign support tickets using internal tools.
• Follow up with users and technical teams to ensure issue resolution.
• Close tickets only after user confirmation and issue verification.
• Maintain communication with users to update them on progress and resolution.
• Coordinate with engineers and vendors for escalated or hardware-related issues.
• Monitor system dashboards and generate operational reports as needed.

Eligibility Criteria:

• Associate’s degree or equivalent (Bachelor’s degree preferred).
• 0–1 years of experience in IT support/helpdesk (freshers can apply).
• Excellent verbal and written communication skills in English.
• Basic knowledge of desktop, server, and network troubleshooting is a plus.
• Strong interpersonal and customer service skills.
• Ability to multitask and remain calm under pressure.
• Willingness to work in rotational shifts (for male candidates).

Shift Timings:

• Female Candidates:

  10:00 AM – 7:00 PM

• Male Candidates (Rotational Shifts):

• Morning Shift: 6:00 AM – 3:00 PM
• Afternoon Shift: 2:00 PM – 11:00 PM
• Night Shift: 10:00 PM – 7:00 AM (Night Shift is Work From Home)

Additional Information:

• Transportation is not provided; candidates must arrange their own commute.
• Training will be provided for 3 to 6 months.
• Post-training compensation will be performance-based and competitive.

How to Apply:

@tpmguru.com

• For more information, visit

  www.tpmguru.com