IT Analyst (Australia shift time ) | Bangalore

Role & responsibilities

• Triaging Australia based customer requests or issues raised via ServiceNow, mails or calls and advise the user via chat or phone in a timely and professional manner.
• Diagnose and troubleshoot technical problems, providing clear and concise solutions.
• Perform regular system health checks, user ID maintenance, system performance tuning, capacity planning.
• Escalate complex issues to the appropriate department or personnel when necessary.
• Document customer interactions, including details of inquiries, complaints, and actions taken in ServiceNow.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the service.
• Maintain up-to-date knowledge of the companies products, services, and support policies.
• Collaborate with other team members to achieve overall customer request resolution.
• Ensure IT operation processes comply with company policy requirements.
• Demonstrate ability to work independently with minimal supervision while also being a proactive team player and team lead.
• Assist in developing and implementing Knowledge Articles and procedures to enhance operational efficiency.
• Manage and mentor junior IT staff, providing guidance and support to ensure their professional development and effective performance.

Preferred candidate profile

• Proven experience in a technical support role, preferably in a chat and phone support environment.
• Strong analytical and technical troubleshooting skills and the ability to diagnose and resolve technical issues.
• High level of experience with ServiceNow, Intune Administrator, Windows Operating System, Networking, Active Directory
• Excellent verbal and written communication skills (English).
• Willingness to learn and adapt to new technologies and methodologies.
• Ability to handle multiple tasks and prioritize effectively.
• Audit the quality of updates for the tickets handled by team and SLA adherence.
• Assist in upgrading/migrating systems and software to ensure secure, reliable, and stable operation of the end-user computing environment.
• Customer-focused attitude with a commitment to providing exceptional service.
• Graduation in Information Technology or equivalent; additional technical certifications in Windows are plus.

Technical Skills

• Operating Systems:

  Proficiency in Windows operating systems, installation and upgrades, and troubleshooting.

• Networking:

  Understanding of Basic networking concepts like WAN, LAN, Wi-Fi, DNS, Firewall and troubleshooting the issues related to network.

• Hardware:

  Experience with computer and Laptop hardware components, including installation, configuration, and troubleshooting.

• Cloud Services:

  Understanding of cloud computing services such as Cloud Printing, Azure administration.

• Security:

  Awareness of cybersecurity principles and practices, including vulnerabilities and their remediation.

• Technical Support Tools:

  Working knowledge of MS Teams, Azure Tools, Office365 Suits, SharePoint and TeamViewer for remote support. Knowledge of ServiceNow and ability to manage and update requests efficiently.