Analyst (Support & Operations)

Intechnative; Thiruvananthapuram; On-site; INR 300,000 - 400,000; Full time

Job summary

inTechNative is seeking a motivated Analyst (Support & Operations) for client support in Thiruvananthapuram, Kerala. The role involves providing level 1 remote desktop support and requires fresh graduates with strong communication skills.

The Analyst will ensure customer satisfaction through effective ticket resolution while adhering to quality standards and company policies. Candidates must be graduates in any discipline, with skills in MS Office and IT support.

Qualifications

• Fresher with 0-2 years of experience in a technical support role.
• Ability to work in a fast-paced environment and handle customer inquiries effectively.

Responsibilities

• Provide level 1 remote desktop support to resolve tickets.
• Adhere to quality standards and regulatory requirements.
• Maintain high login efficiency for customer support.

Skills

MS Office

Interpersonal Communication

IT Support

Education

Graduates in any discipline

Job description

Job Role : Analyst (Support & Operations)

inTechNative is seeking motivated Analyst (Support & Operations) for our client

Experience: Fresher (0-2 Years)

Location: Pune – Maharashtra, Thiruvananthapuram – Kerala

Job Description:

To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Locations– Pune – Maharashtra, Thiruvananthapuram – Kerala

Key Responsibilities

• Provide level 1 remote desktop support to resolve tickets / provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• Adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
• Maintain high login Efficiency (Availability) for customers.
• Update worklogs and follow shift/ escalation process to escalates complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update & self development.

Qualification

• Graduates in any discipline.

Skills

• MS Office, Interpersonal Communication, IT Support