Job Description
End-user IT support should be provided by resolving hardware, software, operating system, Microsoft 365, Active Directory, and basic network issues through calls, chats, and service tickets. High-quality customer service is ensured by following ITIL processes, prioritizing incidents, troubleshooting technical problems, and supporting global users while maintaining effective communication and timely issue resolution.
Role: Global Technical Support Analyst (L1 End User Support)
· Responsible for taking ownership of end-user issues end-to-end and resolve it ASAP.
· Responsible for delivering high-class customer service to end-users on their IT needs.
· Handle calls, chats, and service tickets as part of the daily task – be responsible for the service ticket from creation to resolution and act as a facilitator as and when required.
· Troubleshoot operating problems – any technical issues related to laptops, desktops and any other IT peripherals, service-related issues and involves technical resources where necessary to ensure timely resolution.
· Prioritize daily/weekly tasks as necessary. Diligently follow GITSC processes and SOPs.
· Identifies, creates, investigates, and researches user questions and problems as well as isolates and resolves information systems problems by effectively using the Knowledge Management tool.
· Manage service centre activities such as self-service queues, calls, and follow-ups on time.
· Give and seek feedback in an open, constructive, and timely manner at all levels.
Skill Requirements
· Prior experience supporting end users in different geographical locations to resolve issues related to hardware, software, basic network issues, Active Directory, etc.
· Basic Troubleshooting on windows 10 & Windows 11 OS.
· Troubleshoot 0365 and knowledge on Licensing on 0365
· Create Users, Delete Users in AD and knowledge on Azure AD.
· Experience providing first-level IT support to Global customers/users.
· Strong written and verbal communication skills in English.
· Ability to handle multiple customer requests simultaneously and prioritize daily workloads.
Pay: ₹250,000.00 - ₹300,000.00 per year
Benefits:
Work Location: In person
