IT Technical Support Analyst

We are seeking a skilled IT Technical Support Analyst to join our team. The ideal candidate will be responsible for providing expert technical knowledge to maintain endpoint devices and applications. This role focuses on solving and troubleshooting technical issues in end-user support, managing the resolution process, and ensuring a high level of customer satisfaction. You will be a key player in a global support environment, providing assistance via phone and chat.

Main Responsibilities & Tasks

• Answer, evaluate, and prioritize incoming requests for assistance from users experiencing technical problems via telephone, voicemail, email, and chat.
• Respond to technical issues as they arise, escalating to appropriate parties when necessary and ensuring timely resolution.
• Work closely with other Infrastructure and Operations teams to resolve complex customer issues.
• Maintain staffing levels to ensure peak performance across various time zones and global regions.
• Recognize trends in support tickets and proactively alert upper management of potential major incidents.
• Keep 1st level support agents informed of the latest knowledge articles and technologies.

Qualifications

• Proven experience handling phone- and chat-based IT support in a fast-paced environment.
• Familiarity and experience using an ITSM (IT Service Management) tool, preferably ServiceNow.
• An ITIL Foundation certification is preferred.

Skills

• Excellent call handling and customer service skills.
• Effective written and verbal communication skills in English.
• Strong skills in Microsoft Office Suite (Excel, Word, PowerPoint).
• The ability to analyze ticket trends and identify potential major incidents.
• Willingness to work in shifts to support a global user base.
• A proactive and results-oriented approach to problem-solving.