Position Overview

The End User Support L1 Analyst II is responsible for providing frontline technical support to end users at Duck Creek Technologies. This role ensures the seamless operation of IT services by troubleshooting issues, documenting solutions, and collaborating with internal teams to resolve technical inquiries. The analyst applies company policies and procedures to address a variety of technical challenges and contributes to continuous service improvements. This is a non-managerial role that requires strong analytical skills, problem-solving capabilities, and effective communication with stakeholders.

What You'll Do

- Provide first-level technical support to end users via phone, email, and chat.
- Troubleshoot software, hardware, and network issues, ensuring timely resolution.
- Document technical problems and resolutions in the ticketing system.
- Collaborate with IT and Security teams to escalate and resolve complex issues.
- Maintain and update knowledge base articles, user documentation, and FAQs.
- Monitor and track service desk metrics to assess performance against SLAs.
- Assist in the implementation and improvement of IT support processes and tools.
- Perform root cause analysis on recurring technical issues to prevent future occurrences.
- Support end-user device management, including provisioning, configuration, and troubleshooting.
- Conduct user training and onboarding sessions related to IT tools and best practices.
- Participate in IT projects involving system updates, rollouts, and process optimizations.
- Ensure compliance with IT policies, security guidelines, and best practices.
- Partner with Facilities Operations and the local managed office services provider to resolve Facilities and IT issues.
- Coordinate with Facilities, HR, and local leadership to support employee onboarding/offboarding, office access, and visitor technology needs.
- Use AI platforms, tools, and technologies to troubleshoot and resolve issues, and recommend or build self-service solutions for common user problems.
- Perform all other duties and activities as required.




- Act in accordance with and as a valuable steward of Duck Creek Technologies mission, vision, and core values:

What You've Done

Education and Work Experience:
- Bachelor s degree in Information Technology, Computer Science, or a related field.
- 1-3 years of experience in a technical support or help desk role.
- Experience with ticketing systems and remote support tools

Preferred

- Certification in ITIL or a similar IT service management framework.
- Experience working in the software industry, particularly within SaaS environments.
- Exposure to Active Directory, Microsoft 365, and cloud-based enterprise applications.

Skills, Knowledge, Abilities, and Behaviors

- Strong analytical and problem-solving skills.
- Excellent verbal and written communication abilities.
- Proficient in troubleshooting software, hardware, and network issues.
- Familiarity with Windows and Mac operating systems.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong customer service orientation with a focus on user satisfaction.
- Ability to work both independently and collaboratively within a team.
- High attention to detail and a methodical approach to issue resolution.
- Strong organizational skills, with the ability to document processes and solutions clearly.
- Knowledge of incident management processes and best practices.
- Ability to adapt quickly to new technologies and evolving IT environments.
- Experience using enterprise collaboration tools such as Teams, Slack, or Zoom.
- Knowledge of cybersecurity best practices related to end-user support.
- Ability to follow standard operating procedures and contribute to process improvements.
- Strong interpersonal skills for effective collaboration across departments.

Core Competencies





Our team is built on strong core values that guide how we work and grow together. We prioritize clear and thoughtful communication, fostering open collaboration across diverse perspectives to achieve shared goals. We approach challenges with curiosity and critical thinking, seeking creative solutions while remaining adaptable in a fast-changing environment. We take accountability for our work and outcomes, holding ourselves to high standards of integrity and professionalism. Above all, we are committed to doing the right thing-treating others with respect, embracing continuous learning, and engaging inclusively across cultures and backgrounds.

Location and Ways of Working

Duck Creek is a flexible-first company, offering employees autonomy in how they manage their day-to-day work. As part of our Flying Together approach, we are thoughtfully increasing opportunities for in-person collaboration by focusing on hiring in designated locations. This role is aligned to a specific location, and you are expected to reside within reasonable proximity to that location. You will partner with your leader to participate in meaningful in-person moments that support team connection, collaboration, and business priorities.

At the start of your employment, your work may be performed remotely, subject to business needs and company guidelines. As our Flying Together approach continues to evolve, you may be expected to transition to a hybrid work arrangement, including working from a designated office location on a schedule determined by your leader and organizational needs.

The Company reserves the right to modify your work arrangement, including location expectations and in-person requirements, based on business needs, organizational policy, or regulatory considerations.

What We Stand For

Our global team values the unique perspectives each employee brings. Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 End User SupportAnalyst II (Mumbai)
🏢 Duck Creek
📍 Mumbai