Support Analyst 1

V2STech; Thane; On-site; INR 350,000 - 550,000; Full time

Job summary

V2STech in Mumbai is seeking a dedicated Support Analyst to join our IT Support team. The role focuses on handling IT and application support tickets, understanding user requirements, and ensuring timely resolutions.

You will coordinate with internal and external teams, maintain detailed ticket records, and uphold SLAs. Strong communication and basic SQL knowledge are a plus.

Qualifications

• Minimum 1 year of experience in IT Support / Application Support / Service Desk.
• Experience with ticket management and incident resolution.
• Strong ability to understand user requirements and analyze issues.
• Basic troubleshooting and problem-solving skills.
• Good communication and coordination abilities.
• Familiarity with Jira, ServiceNow, Freshservice, or similar ticketing tools.
• Basic SQL knowledge and ability to query databases.

Responsibilities

• Monitor, manage, and resolve support tickets within defined timelines.
• Understand user requirements and identify root causes.
• Troubleshoot technical and application-related problems.
• Coordinate with internal teams for investigations.
• Coordinate with external teams for client onboarding.
• Update tickets with details, actions taken, and resolution comments.
• Follow up with users to confirm resolution and close tickets on time.
• Maintain ticket records and provide status updates.
• Escalate unresolved or complex issues to the right team.
• Ensure SLA adherence and proper support processes.

Skills

Software knowledge

Experience 1 year

Ticket management

Requirement analysis

Troubleshooting

Communication skills

Ticketing tools

SQL basics

Tools

Jira

ServiceNow

Freshservice

Job description

Job Title: Support Analyst IT Support / Application Support

Experience: 1 Year

Employment Type: Full-Time, Permanent

Location: Mumbai

Department: IT Support

Job Summary

We are looking for a Support Analyst with at least 1 year of experience in IT Support, Application Support, or Service Desk operations. The candidate should be able to understand user requirements, troubleshoot technical issues, manage support tickets, coordinate client onboarding, and ensure timely ticket resolution and closure as per defined SLAs.

Key Responsibilities

• Monitor, manage, and resolve support tickets within the defined timelines.
• Understand user requirements and identify the root cause of reported issues.
• Troubleshoot technical and application-related problems.
• Coordinate with internal teams for issues requiring further investigation.
• Coordinate with external teams for client onboarding.
• Ensure tickets are updated with proper details, actions taken, and resolution comments before closure.
• Follow up with users to confirm issue resolution and close tickets on time.
• Maintain ticket records and provide regular status updates.
• Escalate unresolved or complex issues to the appropriate team.
• Ensure adherence to SLA (Service Level Agreement) and support processes.

Required Skills

• Knowledge of software systems (backend, front end applications)
• Minimum 1 year of experience in IT Support / Application Support / Service Desk.
• Good understanding of ticket management and incident resolution.
• Ability to understand user requirements and analyse issues.
• Basic troubleshooting and problem-solving skills.
• Good communication and coordination skills.
• Knowledge of ticketing tools such as Jira, ServiceNow, Freshservice, or similar tools.
• Basic knowledge of SQL and database queries would be an advantage.

Preferred Candidate

• Someone who can independently handle and close tickets.
• Able to understand issues clearly, identify solutions, and follow up until closure.
• Customer-focused, organised, and proactive in resolving issues.
• Spoken and Written knowledge of Marathi, Hindi and English

Keywords

Support Analyst, IT Support, Application Support, Service Desk, Ticket Management, Incident Management, SLA, Troubleshooting, SQL, Jira, ServiceNow, Freshservice, Client Onboarding.

We need some Immediate Joiner

Thanks

Team HR