IT Analyst

Job Description

Title: IT Analyst Location: Bangalore, India Our Cameo team is looking for IT Analysts to work as members of our internal technical support team to process Level 1 technical requests from internal employees over phone and tickets. Responsibilities: Function as an Internal IT Technical Support Executive catering to inbound calls. Provide resolution of procedural, process, information, and technical problems for requests from internal client base submitted over phone or automated means. Provide audit trail of all problems and resolution (input, monitor, action, close) through the use of required tools. Assume ownership of any IT problem from any internal client and follow path of escalated contacts to ensure the problems are resolved in timely and effective ways to the satisfaction of the requestor and well within the contractual agreements. Follow-up with clients and utilize case handling and closure policies to ensure satisfaction both from users and employers. Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the field. Act as advocates for the internal clients to ensure their needs and concerns are addressed. Follow established procedures for call referral, escalation, and problem resolution. Work cooperatively with other team members to resolve problems to the satisfaction of the administrators. Recommend modifications to existing procedures or new procedures that will improve the overall operation of the Service Desk Team. Perform other duties and responsibilities as assigned. Minimum Requirements: Graduate Degree (CS or EE a plus). Excellent written and verbal communication skills. Ability to communicate clearly and effectively with all levels of IT and Non-IT staff via phone, email, and/or IM. Absolute availability and adherence to work shifts as assigned on a 24/7 mode. This includes assignment on weekend support and night shift as per process requirement. Added Advantage: 6+ months of experience in international call centers / service desks supporting international users only. Trained or certified on technical support related certifications. Additional Areas of Focus: Working knowledge of Windows-based operating systems and applications. Demonstrated ability or potential to analyze, troubleshoot, and resolve issues of varying complexity with minimal supervision. Applies established solutions to solve known issues and assists in the development of solutions for new issues. Able to manage crisis situations effectively. Manage multiple, simultaneous projects and cases while maintaining predefined service levels and high customer satisfaction.