Technical Support Helpdesk Analyst

About Hitech:

HitechDigital is a global leader in customized data, engineering and business process services. For over three decades, we have been committed to delivering transformative solutions that enhance business operations for over 300 organizations in more than 50 countries through our offices in the USA, UK and India. By focusing on optimizing operational efficiency and increasing cost-effectiveness through intelligent automation and data-driven strategies, we build enduring partnerships rooted in trust, transparency, and commitment to excellence.

Location: Bangalore

Key Responsibilities:

 Ticket Management:

o Monitor and manage the application ticket queue, ensuring timely acknowledgment and processing of support requests.

o Assess and categorize incoming tickets based on the nature and urgency of the issue.

o Provide initial troubleshooting and resolution according to documented Service Desk guidelines

 Solution Delivery:

o Apply documented procedures and solutions to resolve Level 1 support tickets, ensuring adherence to standard operating procedures and best practices.

o Follow established guidelines for issue resolution, ensuring that all actions and solutions are well-documented.

o Communicate eAectively with customers, providing clear instructions and updates throughout the support process.

 Escalation and HandoA:

o Identify and escalate tickets that require advanced troubleshooting or are beyond the scope of Level 1 support to the appropriate next support level or specialist teams.

o Ensure proper handoA of escalated tickets, including detailed documentation of actions taken and relevant information for higher-level support teams.

 Customer Interaction:

o Serve as the initial point of contact for customers, handling support requests professionally and courteously.

o Maintain high levels of customer satisfaction by providing timely and eAective solutions and maintaining clear communication.

 Documentation and Reporting:

o Document all support activities and ticket resolutions in the ticketing system, ensuring accurate and comprehensive records.

o Contribute to regular reports on ticket status, response times, and support metrics.

 Knowledge Maintenance:

o Stay updated with the latest changes, updates, and best practices related to NAVBLUE flight operations applications.

o Participate in training and knowledge-sharing sessions to enhance technical skills and stay current with Service Desk guidelines.

 Shift Work:

o Work in a 24/7 shift environment, including nights, weekends, and holidays, to provide round-the-clock support to global customers.

o Coordinate with team members across diAerent shifts to ensure continuous support coverage and eAective handover of ongoing tickets.