IT Support Analyst
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Job Summary
Providing foundational support for end users, the full-time IT Support Analyst will address technical issues, facilitate effective communication, and resolve Level 1 tickets via Microsoft Teams and related channels to maintain operational efficiency and customer satisfaction.
Key Responsibilities
- Resolve basic hardware, software, and network issues using Microsoft Teams and remote desktop tools while ensuring compliance with SLA and quality requirements
- Communicate with end users through Teams chat, email, and voice to diagnose and address Level 1 support tickets, maintaining clarity and professionalism
- Update ticket worklogs and document troubleshooting steps in Microsoft Teams and ITSM platforms to ensure accurate case records
Required Qualifications
- Basic understanding of Microsoft Teams for communication and ticket handling
- Fundamental knowledge of remote desktop troubleshooting for hardware, software, and network issues
- Familiarity with ITSM tools for logging and managing support tickets
- Basic proficiency in written and verbal communication for interacting with end users
- Ability to follow shift schedules and adhere to escalation protocols for unresolved issues
Complete Job Description
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