IT Technical Support Analyst

Sartorius

3 - 4 years

3 - 7 Lacs

Bengaluru Karnataka India

Posted:1 day ago| Platform: Foundit logo

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Skills Required

Technical Support Microsoft Office Suite Customer Services Problem-solving

Work Mode

On-site

Job Type

Full Time

Job Description

IT Technical Support Analyst

Main Responsibilities & Tasks

Answer, evaluate, and prioritize incoming requests for assistance from users experiencing technical problems via telephone, voicemail, email, and chat.
Respond to technical issues as they arise, escalating to appropriate parties when necessary and ensuring timely resolution.
Work closely with other Infrastructure and Operations teams to resolve complex customer issues.
Maintain staffing levels to ensure peak performance across various time zones and global regions.
Recognize trends in support tickets and proactively alert upper management of potential major incidents.
Keep 1st level support agents informed of the latest knowledge articles and technologies.

Qualifications

Proven experience handling phone- and chat-based
IT support
in a fast-paced environment.
Familiarity and experience using an
ITSM (IT Service Management) tool
, preferably
ServiceNow
.
An
ITIL Foundation certification
is preferred.

Skills

Excellent call handling and customer service skills.
Effective written and verbal communication skills in English.
Strong skills in
Microsoft Office Suite
(
Excel, Word, PowerPoint
).
The ability to analyze ticket trends and identify potential major incidents.
Willingness to work in shifts to support a global user base.
A proactive and results-oriented approach to problem-solving.

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