IT Analyst

Job Description

New Era Technology is seeking dynamic and customer-focused IT Analysts to join our internal technical support team . As an IT Analyst, you will be the first point of contact for internal employees, handling Level 1 technical support requests via phone and ticketing systems. You will play a critical role in ensuring a seamless IT experience for our internal users, demonstrating technical proficiency, clear communication, and strong problem-solving skills. Key Responsibilities Serve as an Internal IT Technical Support Executive handling inbound calls and ticket-based requests. Troubleshoot and resolve procedural, process, and technical issues raised by internal users. Accurately log, monitor, and manage all support requests and resolutions using designated tools. Take end-to-end ownership of IT issues and escalate as needed to ensure timely resolution. Follow up on open tickets and ensure closure in accordance with SLA and user satisfaction. Identify recurring issues and recommend improvements to reduce repetitive problems. Act as an advocate for internal users by addressing their concerns and providing timely updates. Collaborate with other support team members to deliver effective solutions. Adhere to established protocols for ticket triaging, escalation, and problem resolution. Recommend enhancements to support procedures and workflows to improve service desk efficiency. Perform other duties as required by the team or management. Required Qualifications & Skills Graduate Degree (preferably in Computer Science or Electronics Engineering). Excellent verbal and written communication skills. Strong interpersonal skills to effectively interact with IT and non-IT stakeholders. Willingness to work in rotational shifts (24x7 environment), including weekends and night shifts. Preferred Qualifications (Good to Have) Minimum 6 months experience in international call centers or IT service desks supporting global users. Technical support-related certifications or formal training in IT support. Working knowledge of Windows OS , Microsoft Office Suite, and basic network troubleshooting. Ability to independently resolve routine issues and escalate complex problems as needed. Strong multi-tasking ability and comfort handling high-pressure situations. Customer-centric mindset with a commitment to service excellence. Why Join Us Be a part of a growing global IT organization with a collaborative work culture. Work on exciting challenges that directly impact employee productivity. Develop your technical and customer service skills in a supportive environment