IT Support Analyst

Job Title:

Role Overview

Service Desk / Technical Support Specialist

Key Responsibilities

• Provide

  first-level technical support

  for hardware, operating systems (Windows, Linux, UNIX), networking, enterprise applications, and peripherals, ensuring high-quality customer service.
• Serve as the

  central point of contact

  for employees globally on issues related to peripherals, office technologies, e-mail clients, broadband, remote access, software firewalls, and virus scanning tools.

• Handle incoming calls and e-mails

  promptly, ensuring professional communication and quick response times.

• Own the entire incident lifecycle

  – from creation to resolution and closure – adhering to standard procedures.
• Utilize problem and knowledge management tools to

  log, track, and document

  all incidents, troubleshooting steps, and resolutions.

• Actively listen and engage

  with customers, diagnose issues accurately, and provide effective solutions.
• Troubleshoot and support

  basic networking functions and e-mail clients (Outlook)

  .
• Ensure

  accurate documentation

  of all interactions for knowledge sharing and audit purposes.

Minimum Qualifications

• Bachelor’s or Master’s degree in any stream.

• 2+ years of practical experience

  in IT support within a corporate service desk or computing environment.
• Strong

  troubleshooting skills

  in:
• Windows 10 operating system
• Microsoft Office Suite
• Mail Clients (Outlook)
• Printers and basic networking
• Good understanding of

  Windows OS

  and fundamentals of

  UNIX/Linux operating systems

  .
• Excellent

  verbal and written communication skills

  ; ability to communicate technical information clearly to non-technical users.
• Must be available for

  24x7 rotational shifts (7 days a week)

  .

Preferred Qualifications

• Bachelor’s degree (mandatory)

  ; additional technical certifications (ITIL, CompTIA, Microsoft, etc.) preferred.

• 2+ years of helpdesk/service desk support

  experience with computer hardware, software, and networks.
• Experience working in a

  Contact Center or Service Desk environment

  .
• Customer service or technical training certifications will be a plus.

Key Skills

Service Desk, Helpdesk, Technical Support, Windows, UNIX, Linux, Outlook, Networking, Troubleshooting, Customer Service, IT Support, Remote Access, Incident Management