IT Analyst

Title: - IT Analyst 

Experience: 1+ years of experience in IT/Technical Support

Location:- Bangalore, India 

Work Type: Work from office 

Shifts: Rotational shifts

Job Summary

We are seeking a proactive and customer-focused IT Desktop Support Engineer to provide technical assistance and support for end-user systems, including laptops, hardware, and software. The role involves troubleshooting technical issues, ensuring timely resolution, and maintaining high levels of system availability and user productivity. The ideal candidate will have strong problem-solving skills and hands-on experience with modern IT tools and environments.

Key Responsibilities

• Provide first-level technical support to end-users via Microsoft Teams, email, and remote support tools.

• Install, configure, and troubleshoot Windows operating systems and enterprise applications.

• Diagnose and resolve hardware issues related to laptops, printers, and peripheral devices.

• Set up, configure, and deploy new hardware and software for end-users.

• Support user account management activities, including password resets and authentication issues.

• Escalate complex or unresolved issues to Tier 2 support or relevant IT teams as needed.

• Accurately document all incidents, service requests, and resolutions in the ticketing system.

• Perform routine system maintenance, including updates, patches, and antivirus checks.

• Configure and manage endpoint monitoring, security, and inventory tools.

• Support and administer Microsoft 365 services, including SharePoint and Intune.

• Assist in IT projects, deployments, and system upgrades.

• Provide basic support for audio/video conferencing systems and office infrastructure devices (e.g., printers, access control systems).

• Identify trends and recurring issues through ticketing tools to improve service delivery.

• Train and mentor new hires to ensure smooth onboarding and knowledge transfer.

• Collaborate with cross-functional IT teams to ensure seamless IT operations.

Core Competencies 

• Excellent verbal and written communication skills, with the ability to clearly convey technical concepts to users with varying levels of technical expertise.

• Strong problem-solving and multitasking abilities, with a structured approach to troubleshooting and issue resolution.

• Customer-centric mindset, demonstrating patience, empathy, and professionalism while addressing user concerns and delivering timely solutions.

• Effective time management skills, with the ability to prioritize tasks and handle multiple support requests in a fast-paced environment.

• Strong commitment to delivering high-quality end-user support and ensuring a positive user experience.

• Proven ability to collaborate effectively within a team, offering support and knowledge-sharing to drive overall team success.

• Flexibility to work in rotational shifts or weekends, based on business requirements.

Interested candidates may share their updated resumes to:

ruchitha.kalamarla@NewEraTech.com