Support Analyst III, Global Service Center, Grade I

The Support Analyst serves as a point of contact for employees requiring IT assistance. This office-based position provides support through telephone, email, instant messaging, and remote-access tools. The analyst will diagnose and resolve technical issues, maintain accurate ticket documentation, and coordinate with internal IT teams when additional functional or application support is required.

The position operates in a 24x7 rotational-shift environment and is responsible for managing incidents and service requests from initial logging through resolution and closure, in accordance with established service-level agreements and support procedures.

Duties and Responsibilities

• Supports business users through remote access software while identifying, researching, and communicating on technical issues and driving them towards resolution.
• Operate in 24x7 rotational shifts.
• Responds to telephone calls & emails, for technical and functional support. Technical support involves troubleshooting, training, report generation and fault logging of IT systems for end-users of business applications. Functional support includes supporting internal IT teams by providing detailed documentation on tickets, providing access to applications in production environment, helping in processing security forms, submitting application and network performance KPI.
• Responsible for meeting defined service level agreement for resolving service requests and incidents (from opening to closure)
• Document, track and monitor issues to ensure timely resolution of service center tickets.
• Prepares reports and dashboards using the data on IT tickets.
• Follows standard support procedure in emailing customers, responding to calls, ticket documentation and other communication.
• Maintains call log history for statistical analysis and performance measurement purposes.

Supervisory Responsibilities

• This position has/does not have direct supervisory responsibilities.

Required

• Bachelor’s degree, preferably in computer science, or equivalent education and experience.
• 3-4 years of IT support experience and/or call center experience (Windows 11/Linux Support).
• Good problem-solving skills and attention to detail.
• Excellent communication skills in English language.
• Able to work independently, & willing to work in rotational shifts.

Preferred

• Microsoft, Cisco and ITIL certifications.