Job Purpose
To provide support services to end users through various channels as required Troubleshoots and remediates issues impacting the operation of the technology infrastructure to ensure continuity of business Installs configures and monitors computer systems and networks for clients ensuring productivity is in line with set measures and clients adopted policies and procedures

Key Result Responsibilities
- Drives the technical support team to carry out customer support properly and promptly, monitors servers and systems takes ownership of reported issues responds to enquiries provides information and feedback ensuring problems are being recorded and tracked throughout the entire process
- Maintains positive customer working relationships with stakeholders business users, suppliers vendors and other technical teams to ensure improvements in the products and services provided to ISA clients and to resolve any issues related to maintenance
- Provides technical non-technical support to clients, conducts analysis,



diagnosis and troubleshoots systems network hardware software faults and bugs to resolve problems considering system capacity limitations etc applies metrics to monitor performance and measure key project criteria
- Identifies resolutions to technical problems carries out bug fixes for minor issues and applying patches channels unresolved issues in the right direction as necessary responds within agreed time limits to call-outs
- Assists with the development and implementation of processes and service level agreements of incidents management and service request management
- Assists technical experts in planning evaluating testing and implementing recent technology such as systems and platforms. Participates in different projects as required
- Contributes to the creation of support knowledge base by developing and communicating IT support manuals, technical notes and articles to clients in line with SLAs
- Utilizes different communication channels to support

📌 Application Analyst (Pune Division)
🏢 ISA
📍 Pune Division