Service Operations Analyst

Job Summary

Proven experience (1-2 years) as a technical support engineer, application support, product-based support, IT Service Desk engineer, etc.Good understanding of Active Directory (for ex:- password resets), Software troubleshooting, etc.

Ability to diagnose and resolve basic technical issuesGood understanding of ITIL - Incident ManagementServe as the first point of contact for customers seeking technical assistance over the phone, email, or chat.Perform remote troubleshooting through diagnostic techniques and pertinent questions - Determine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving process and direct unresolved issues to the next level of support personnel.Provide accurate information on IT products or services - Record events and problems and their resolution in logs.

Excellent communication skills (Reading, writing, speaking) Mandate- Experience handling international clients over the phone, good probing skills.Client-oriented, cool-tempered, adaptive, and flexible.Open to 24/7 work environment and rotational shifts.Mandate - IT Grads or relevant experience as a tech support engineer (1-2 years)