Analyst (Support & Operations)

Experience: 1 to 4 years

Location: Thiruvananthapuram, India

Skills: Windows OS, MS Office, O365, Outlook, basic networking concepts, ITSM tools, ServiceNow, end-user hardware, access management processes, customer-centric mindset, problem-solving abilities

Job Summary
The Service Desk Agent provides first‑level (L1) IT support to Allianz end users, ensuring timely and effective resolution of incidents and service requests in line with agreed SLAs, security policies, and operational procedures defined under the Allianz Works engagement. Incident & Service Request Management

Log, categorize, prioritize, and manage incidents and service requests end‑to‑end using the ITSM tool (ServiceNow).
Provide first‑level resolution for IT issues related to end‑user computing, applications, access, email, and hardware.
Follow defined escalation procedures and coordinate with L2/L3 support teams for unresolved or complex issues.
Ensure SLA adherence for response and resolution timelines.

Customer Communication & Support
Act as the first point of contact for Allianz end users via phone, email, chat, or portal.
Provide clear, professional, and timely updates to users throughout the ticket lifecycle.
Confirm resolution with users before closure and ensure proper documentation.

Request Fulfilment
Process standard service requests in line with approved workflows, authorization levels, and security requirements.
Coordinate with internal teams and third‑party providers for fulfilment of approved requests.

Documentation & Knowledge Management
Record accurate ticket details, resolution steps, and actions taken.
Contribute to knowledge articles, FAQs, and reusable solutions within the knowledge management system.
Follow documented SOPs, scripts, and standard operating procedures.

Compliance & Security
Adhere strictly to Allianz and HCLTech information security, data privacy, and access management policies.




Access customer data only within the approved customer environments (e.g., VDI) and comply with zero‑tolerance data protection rules.
Support audits by providing required evidence, ticket data, or documentation when requested.

Operational Excellence
Meet productivity, quality, and performance metrics such as AHT, FCR, ASA, CSAT, and ticket quality scores.
Follow shift schedules, attendance policies, and leave approval processes as defined.
Participate in continuous improvement initiatives, training, and process updates.

Key Responsibilities
1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements
Technical Skills
Robust understanding of Windows OS, MS Office/O365, Outlook, and basic networking concepts.
Experience with ITSM tools (ServiceNow preferred).
Knowledge of end‑user hardware, software troubleshooting, and access management processes.

Soft Skills
Excellent verbal and written communication skills.
Customer‑centric mindset with strong problem‑solving abilities.
Ability to work effectively in a fast‑paced, shift‑based, global support environment.

Other Requirements
1–4 years of experience in IT Service Desk / End‑User Support.
ITIL Foundation certification (preferred).
Graduate in IT, Computer Science, or a related discipline (preferred).

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