[Hiring] IT Analyst @New Era Technology

Role Description

We are looking for IT Analysts (Level 1 Technical Support) to join our internal IT Service Desk team. In this role, you will provide first-level technical support to internal employees, handling requests through calls and ticketing systems, ensuring timely resolution and excellent user experience. This role requires strong troubleshooting skills, customer service mindset, and the ability to work in a fast-paced 24/7 support environment.

Key Responsibilities

• Provide Level 1 IT technical support to internal employees via phone, email, and ticketing systems.
• Handle inbound support calls and resolve user issues related to IT systems, applications, and processes.
• Troubleshoot technical, procedural, and system-related issues for internal users.
• Maintain a complete audit trail of incidents and resolutions in the ticketing system.
• Take end-to-end ownership of incidents until resolution or escalation.
• Escalate issues to appropriate technical teams when required while ensuring timely follow-up.
• Ensure adherence to service desk procedures, escalation policies, and SLAs.
• Identify recurring issues and recommend process improvements or preventive measures.
• Provide excellent customer service and user experience to internal stakeholders.
• Work collaboratively with cross-functional IT teams to resolve incidents.
• Maintain high levels of user satisfaction and service quality.

Qualifications

• Bachelor’s Degree (Computer Science / IT / Electronics preferred).
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving skills.
• Ability to communicate effectively with technical and non-technical users.
• Ability to analyze, troubleshoot, and resolve IT issues with minimal supervision.
• Knowledge of Windows operating systems and common enterprise applications.
• Ability to handle multiple tickets/issues simultaneously while maintaining service levels.
• Willingness to work in 24/7 rotational shifts, including weekends and night shifts.

Preferred / Added Advantage

• 6+ months experience in an International Service Desk / Technical Support / IT Helpdesk environment.
• Experience supporting global or international users.
• Certifications or training related to IT support or technical service desk.

Key Competencies

• Technical Troubleshooting
• Service Desk Operations
• Customer Support Excellence
• Incident & Ticket Management
• Problem Analysis & Resolution
• Crisis Management
• Multi-tasking & Time Management

Benefits

• Work with a global IT services organization.
• Remote work opportunity.
• Exposure to international IT environments.
• Opportunities for career growth and learning.