We're looking for a Support Desk Analyst to be the first point of contact for users of our partner training platform. You'll triage, resolve, and escalate support tickets — helping users with account access, content, and scheduling issues, and coordinating with internal teams when a request needs approval beyond your scope.

What You'll Do

- Triage incoming tickets and identify the user's account type/access level as the first step in diagnosing issues.
- Handle access and permission-upgrade requests: verify eligibility, route to the right internal approver, and track requests to resolution against SLA.
- Resolve common issues independently — account access, content/download access, scheduling, and reporting/attendance submissions.
- Set accurate expectations on turnaround times for requests that require approval from another team.
- Maintain strict data isolation between client/partner accounts — never share one account's data with another.




- Avoid collecting or storing personal data beyond what's needed to resolve a ticket.
- Know the difference between features that are live today and those still in development, so users are never told something is available when it isn't.
- Escalate unclear or undocumented issues to the product/platform team with clear details, rather than guessing.
- Help keep internal support documentation current as the product evolves.

What We're Looking For

- 3+ years in a customer support, technical support, or helpdesk role, ideally ticket-based.
- Explicit, precise written communication.
- Comfort learning a role-based access model and explaining it to non-technical users.
- Strong attention to detail and willingness to confirm rather than guess.
- Basic spreadsheet/CSV skills for bulk data handling.
- Nice to have: experience supporting a SaaS or LMS platform, or coordinating approvals with external stakeholders

📌 Support Desk Analyst (Gurugram)
🏢 Technofocus
📍 Gurugram