Support Analyst

We are seeking a highly motivated and customer-oriented L1 Support Analyst to join our team. The ideal candidate will possess excellent communication skills and will be responsible for providing technical and application support through email, voice calls, and a ticketing system. This role requires a proactive attitude, problem-solving ability, and a strong commitment to delivering high-quality support to internal or external users.

Key Responsibilities:

• Respond to support requests via email, voice call, and ticketing tool in a timely and professional manner.
• Log, Categorize, prioritize, and manage tickets using the organization's ticketing system (e.g. Zendesk).
• Troubleshoot and resolve technical issues or escalate as needed to the appropriate teams.
• Handle Customers from around the globe in a shift based role ie., Morning, Afternoon and Night.
• Follow up on open issues and ensure timely resolution and user satisfaction.
• Document issues and resolutions to contribute to the knowledge base.
• Maintain clear and eMective communication with users throughout the support process.
• Collaborate with internal teams to understand system changes and their impact on support.
• Meet defined SLAs (Service Level Agreements) and performance metrics.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• 1–3 years of experience in a technical support or service desk role.
• Strong verbal and written communication skills in English.
• Experience using ticketing tools (e.g., Zendesk).
• Ability to explain technical concepts in a user-friendly manner.
• Familiarity with troubleshooting desktop, network, and/or software issues.
• Ability to multitask, prioritize, and manage time eMectively in a fast-paced environment.
• Customer-focused mindset with a high level of empathy and patience.

Preferred Skills:

• Experience working in a multi-channel support environment.
• Basic understanding of Windows/Mac systems, networking, or application support.

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

• Health insurance
• Paid time off
• Provident Fund

Application Question(s):

• Do you have a knowledge about SLAs?
• What is your current CTC?
• What is your expected CTC?
• What is your official Notice Period?
• Will you be available for the face to face interview?

Education:

• Bachelor's (Preferred)

Experience:

• Service Desk support: 2 years (Preferred)
• Ticketing tools: 1 year (Preferred)
• Zendesk: 1 year (Preferred)
• Application support: 1 year (Preferred)
• L1 Support: 1 year (Preferred)

Location:

• Gurugram, Haryana (Preferred)

Shift availability:

• Overnight Shift (Preferred)

Work Location: In person