IT Analyst

Key Responsibilities:

• Serve as the first point of contact for internal IT support via calls and tickets-
• Troubleshoot and resolve procedural, process, and technical issues-
• Document and track all support interactions using service desk tools-
• Take complete ownership of issues until successful resolution or escalation-
• Ensure adherence to SLAs and provide timely updates to users-
• Collaborate effectively with peers and other teams for complex problem resolution-
• Identify patterns in reported issues and suggest long-term fixes or process improvements-
• Act as an internal advocate for users and ensure their concerns are addressed-
• Participate in shift-based and 24/7 rotational support, including weekends and night shifts-
• Propose enhancements to improve Service Desk operations and customer satisfaction-

Qualifications & Requirements:

• Graduate Degree in Computer Science, Electronics, or a related field preferred-
• Excellent communication skills (both verbal and written)-
• Ability to interact confidently with users across various levels (IT and non-IT)-
• Willingness to work in rotational shifts including nights and weekends-

Preferred Skills:

• Minimum 6 months of experience in international call centers or service desks-
• Exposure to global IT support environments or technical troubleshooting-
• Certifications in Technical Support/Helpdesk (e-g-, ITIL, CompTIA A+) are a plus-
• Knowledge of Windows OS, Microsoft Applications, and remote support tools-
• Strong problem-solving and crisis management abilities-
• Ability to multitask and prioritize under pressure while maintaining service quality-

Why Join Us:

• Be part of a growing global IT company with a collaborative culture-
• Work on cutting-edge technology with international clients-
• Competitive salary and comprehensive benefits-
• Career advancement and continuous learning opportunities