Job Title: IT Support Analyst
Location: ACN Office Mysuru
Department: IT Support / IT Operations
Employment Type: Full-Time
Experience Required: 3-5 Years
Shift: Rotational
Job Summary
We are looking for an experienced IT Support Analyst to provide first-level technical and application support for end users. The ideal candidate should have strong experience in IT support operations, ticketing tools, user account management, and troubleshooting applications and infrastructure-related issues.The role requires strong communication skills, SLA management, and the ability to support users across phone, email, and ticketing systems.
Key Responsibilities
- Act as the primary point of contact for IT and application support requests through phone, email, and ticketing systems
- Log, categorize, prioritize, and track incidents and service requests using ServiceNow or similar ITSM tools
- Provide first-level troubleshooting for application issues, user access requests, and infrastructure-related problems
- Manage user account setup, access provisioning, password resets, and configuration activities
- Utilize and contribute to the Knowledge Base (KB) for faster issue resolution and process improvement
- Ensure adherence to SLA timelines, escalation protocols, and incident management processes
- Maintain clear and professional communication with end users and stakeholders regarding issue resolution and status updates
- Coordinate with internal IT teams for issue escalation and resolution
Required Skills
- Experience handling phone-based IT support
- Hands-on experience with ServiceNow or similar ticketing tools such as JIRA, Zendesk, or Freshservice
- Understanding of Incident Management, Request Management, and Problem Management processes
- Knowledge of Windows OS, Active Directory, and Office 365
- Experience with endpoint security tools and user access management
- Basic networking knowledge including TCP/IP, DNS, and VPN
- Good troubleshooting and analytical skills
- Strong verbal and written communication skills
Preferred Skills
- ITIL process understanding or certification
- Experience in enterprise IT support environments
- Exposure to remote desktop support and endpoint management tools
Qualification
- Bachelors degree in Computer Science, Information Technology, or related field
Technical Skills
IT Support, ServiceNow, ITSM, Incident Management, Windows OS, Active Directory, Office 365, O365, VPN, DNS, TCP/IP, Endpoint Security, User Access Management, Password Reset, Helpdesk Support, Technical Support, JIRA, Zendesk, Freshservice, SLA Management
Key Competencies
- Customer Support Orientation
- Problem Solving
- Communication Skills
- Stakeholder Management
- Attention to Detail
Interested candidates can share resumes to: [email protected]
Pay: ₹350,000.00 - ₹600,000.00 per year
Application Question(s):
- 1. What is your current CTC in Lacs per annum?
- 2. What is your expected CTC in Lacs per annum?
- 4. How many years of experience do you have in System Support?
- 5. How many years of experience do you have in Desktop Support?
- 6. How many years of experience do you have in IT Helpdesk?
- 8. How many years of experience do you have in IT Service Desk?
- 9. How many years of experience do you have in Help Desk Operations?
- 7. Are you currently residing in Mysuru, Karnataka or willing to relocate to Mysuru, Karnataka?
- 3. What is your notice period?
Work Location: In person
