Job Description

Role: Global Technical Support Analyst (L1 End User Support)

- Responsible for taking ownership of end-user issues end-to-end and resolve it ASAP.
- Responsible for delivering high-class customer service to end-users on their IT needs.
- Handle calls, chats, and service tickets as part of the daily task be responsible for the service ticket from creation to resolution and act as a facilitator as and when required.
- Troubleshoot operating problems any technical issues related to laptops, desktops and any other IT peripherals, service-related issues and involves technical resources where necessary to ensure timely resolution.
- Prioritize daily/weekly tasks as necessary. Diligently follow GITSC processes and SOPs.
- Identifies, creates, investigates, and researches user questions and problems as well as isolates and resolves information systems problems by effectively using the Knowledge Management tool.
- Manage service centre activities such as self-service queue, calls, and follow-ups on time.
- Give and seek feedback in an open, constructive, and timely manner at all levels.

Skill Requirements

- Prior experience supporting end users in different geographical locations to resolve issues related to hardware, software, basic network issues, Active Directory, etc.
- Basic Troubleshooting on windows 10 & Windows 11 OS.
- Troubleshoot 0365 and knowledge on Licensing on 0365
- Create Users, Delete Users in AD and knowledge on Azure AD.
- Experience providing first-level IT support to Global customers/users.




- Robust written and verbal communication skills in English.
- Ability to handle multiple customer requests simultaneously and prioritize daily workloads.

- Ability to identify, analyze, and resolve problems logically.
- Ability to troubleshoot and identify the root cause.
- Should be flexible and adaptable to new technologies.
- Should have Microsoft Certification

Desired Skills

- He / She should have 0 months to 1.5 years of experience providing first level IT support to Global customers/users.
- He / She should have experience in voice/chat support process.
- He / She should have prior experience supporting end user related issues like hardware, software, basic network issues, Active directory etc.
- Should have worked on ITSM/ITIL ticketing tools.
- Ability to consistently deliver high quality customer service in a professional manner.
- Strong verbal and written interpersonal skills/ Communication skills in English.
- Ability to learn quickly (on the job, through formal training & self-learning).
- Ability to multitask and prioritize critical items.
- Strong customer service focus.
- Strong listening skills.
- Strong Analytical skills.
- Ability to handle multiple customer requests simultaneously in a timely manner.
- Effective prioritization, follow-up skills and the ability to call out issues quickly when necessary.
- Ability to follow standard operating procedures & processes.
- Ability to deal with ambiguity.
- Flexibility to accommodate staff scheduling changes and work in 24x7 shift.

📌 Walk-in || Technical Support Associate (Bengaluru)
🏢 Ipdigital Technologies
📍 Bengaluru