Analyst

Acuity-Knowledge-Partners; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

Acuity-Knowledge-Partners in Bengaluru is seeking a proactive L1 IT support specialist to provide remote troubleshooting, incident handling, and user assistance across multiple platforms.

You will work with ticketing tools (ServiceNow), contribute to knowledge base updates, and ensure SLA/TAT compliance while maintaining quality and customer satisfaction.

Qualifications

• Provide L1 basic troubleshooting and remote support handling issues/incidents.
• Handle PC logon issues: password resets, account lockouts, MFA, etc.
• Use ticketing tools like ServiceNow for registration and management.
• Update knowledge base with solutions and documentations for future reference.
• Escalate to level 2 when required and ensure SLA/TAT adherence.

Responsibilities

• Provide L1 remote troubleshooting and incident handling across hardware, software, and network issues.
• Register and manage tickets using ServiceNow and adhere to standard processes.
• Offer solutions from the knowledge base and contribute to its updates.
• Communicate with customers to understand issues and deliver appropriate resolutions.
• Ensure high quality support in a dynamic environment and maintain strong internal relationships.

Job description

Key responsibilities

• Provide L1 basic troubleshoot, FAQ, installation and configuration support handling issues / incidents remotely
• PC Logon Issues: Password Resets, Account Lockouts, Multi-Factor Authentication, etc. - Remote Access Applications: VPN, VDI, AWS, Ninja one - Microsoft Office Suite: Outlook, Excel (incl add/remove add-ins), Word, etc. - Office 365: SharePoint/OneDrive, Teams, OneNote - PC Issues: Network/Server Connectivity, Slow machine, Unable to Print, etc. - Mobile Devices: MDM Enrollment, Device Compliance, Email Profile Issues, Calendar Sync, etc. - Industry Applications: Bloomberg etc. - Internal Application Support provide Level 1 support for internal applications depending on the requirements
• Ticket registration and management using ticket management tools like Servicenow.
• Provide solutions from knowledge base.
• Update documentation into the knowledge base for future reference
• Escalation to level 2
• Communicate effectively with the customers to understand and provide appropriate solutions to their issues.
• Gain broader proficiency for the product and demonstrate ability to contribute to forward direction.
• Implement or adhere to best practices.
• Demonstrate high attention to detail, should work in a dynamic environment whilst maintaining high quality standards, a natural aptitude to develop good internal working relationships and a flexible work ethic.
• Responsible for Quality Checks and adhering to the agreed Service Level Agreement (SLA) / Turn Around Time (TAT).