Support Analyst

Job Description

Key Responsibilities: Technical Support: Provide first-line technical support to end-users via various channels such as phone, email, chat, Issue Resolution: Investigate and diagnose reported problems, analyze root causes, and implement solutions to resolve technical issues efficiently. Escalate complex problems to appropriate teams or higher-level when necessary. Documentation: Maintain accurate records of support interactions, including details of inquiries, comments, and actions taken, using a ticketing system or other tracking tools. Document troubleshooting procedures and solutions for future reference. Continuous Improvement: Contribute to the improvement of support processes, tools, and knowledge base to enhance the efficiency and effectiveness of support services. Identify recurring issues and propose proactive measures to prevent or minimize future occurrences. Team Collaboration: Collaborate closely with other support analysts, technical specialists, and cross-functional teams to share knowledge, exchange best practices, and resolve complex problems collaboratively. Required Skills and Qualifications: Bachelor s degree in Computer Science, Information Technology, or related field (or equivalent work experience). Proven experience in technical support or a related customer-facing role. Strong troubleshooting and problem-solving skills. Excellent communication skills, both verbal and written. Ability to work independently and collaboratively in a fast-paced environment. Familiarity with ticketing tool Service Now Customer-focused attitude with a passion for delivering exceptional service. Knowledge of database management systems Need good SQL knowledge and hands on experience Prefer ITIL trained, certified candidate or with support experience Prefer Good exposure to RPA tools Good knowledge on Supply chain domain Candidate should be able to provide L2 support and willing to work in rotational shifts Experience 6 to 8 yrs(8 yrs max) Hands on experience to check job logs for errors and monitor scheduled jobs. Mainframe - Knowledge about mainframe screen Navigation will be added advantage. Skills: Analytical Thinking Mainframe ServiceNow Supply Chain Management Mainframe Enterprise Server Mainframe Enterprise Server