IT Analyst (CRM & Biometrics)

Job Description – IT Analyst

Company: iTech Ecommerce Pvt. Ltd.

Department: Backend

Job Location: Sector 4, Noida (no relocation)

Employment Type: Full-time

Key Responsibilities

1. IT Support and Troubleshooting

Provide first-level technical support to employees for hardware, software, network and

system-related issues.

Diagnose and resolve issues related to desktops, laptops, printers, scanners, peripherals and

other office IT equipment.

Troubleshoot operating system, application, email, login, and connectivity issues.

Ensure timely resolution of IT requests and minimise disruption to daily business operations.

Escalate complex technical issues to the relevant vendor or service provider and follow up

until resolution.

2. IT Infrastructure and Asset Management

Monitor and maintain the company's IT infrastructure, including computers, network

devices, internet connectivity, and office systems.

Maintain an updated inventory of IT assets, including device allocation, serial numbers,

configurations, and asset handovers.

Coordinate the setup, configuration, and decommissioning of IT equipment for new joiners

and exiting employees.

Track hardware repairs, replacements, warranties, and maintenance schedules.

Support IT requirements across regional offices and coordinate with local teams whenever

required.

3. User Access and System Administration

Create, configure, and manage employee user accounts and access permissions for

approved systems.

Assist with official email setup, password resets, access issues, and account deactivation.

Ensure access rights are granted and revoked in accordance with management approvals

and company policies.

Support employees in using business applications and internal tools effectively.

4. Network and Information Security

Troubleshoot LAN, Wi-Fi, internet connectivity, and basic network configuration issues.

Support antivirus deployment, software updates, system patching, and routine security

checks.

Follow company policies for data protection, access control, password management, and

secure handling of company information.

Identify and report potential security risks, suspicious activities, and recurring system

vulnerabilities.

Ensure company data and IT assets are handled securely during employee onboarding,

transfers, and exits.

5. Software, Vendors and IT Documentation

Coordinate with software vendors, internet service providers, hardware suppliers, and

external IT support partners.

Maintain records of IT incidents, service requests, resolution timelines, recurring issues, and

vendor follow-ups.

Prepare periodic reports on IT assets, unresolved tickets, downtime, and support activities.

Maintain documentation for system configurations, software licences, IT procedures, and

troubleshooting guidelines.

Identify opportunities to improve IT processes, reduce recurring issues, and improve

employee productivity.

6. Employee Onboarding and Exit Support

Prepare and configure systems, email accounts, and required software for new employees.

Ensure IT equipment and approved system access are provided before the employee's

joining date, wherever applicable.

Recover company IT assets and coordinate timely access revocation during employee exits.

Maintain proper handover records and obtain necessary approvals for asset allocation and

recovery.

Required Qualifications and Experience

Bachelor's degree or diploma in Information Technology, Computer Science, Computer

Applications, or a related field.

1–3 years of experience in IT support, IT operations, desktop support, or system

administration.

Good working knowledge of Windows operating systems, computer hardware, software

installation, and troubleshooting.

Basic understanding of networking concepts, including TCP/IP, LAN, Wi-Fi, DNS, and DHCP.

Familiarity with Microsoft Office applications, official email systems, and user account

administration.

Knowledge of antivirus tools, system updates, data backup, and IT security best practices.

Strong problem-solving, communication, coordination, and documentation skills.

Preferred Skills

Experience supporting users across multiple office locations.

Familiarity with IT ticketing systems, asset management tools, and remote support utilities.

Basic knowledge of Microsoft 365 administration, Active Directory or Microsoft Entra ID, and

endpoint management tools.

Experience coordinating with external IT vendors and managing service requests.

Ability to prioritise issues based on urgency and business impact.

Key Performance Indicators (KPIs)

Performance will be assessed against the following parameters:

Timely resolution of IT incidents and service requests.

Reduction in recurring technical issues and business downtime.

Accuracy and completeness of IT asset and software inventory records.

Timely provisioning and deactivation of employee accounts and system access.

Adherence to IT security policies and maintenance schedules.

Timely completion of onboarding and exit-related IT requirements.

Quality of documentation, vendor coordination, and employee support.

Desired Candidate Attributes

A proactive, service-oriented approach to resolving technical issues. Strong ownership and accountability for assigned tasks.

Ability to communicate technical information clearly to non-technical employees.

Good organisational skills and attention to detail.

Ability to work independently while collaborating with internal teams and external vendors.

Willingness to support business-critical IT requirements across locations, as needed.

Note: The candidate is expected to maintain confidentiality, follow company policies, and ensure the

reliable and secure functioning of the organisation's IT systems.