Support Analyst 1

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.

Interested candidate email cv to [email protected] / [email protected]

We need some Immediate Joiner

Thanks

Team HR