Associate Analyst / Analyst (IT Support)

The role involves providing technical support to users across different locations and resolving basic hardware, software, operating system and network issues. Candidates should be comfortable handling voice and non-voice support requests.

Key Responsibilities

• Provide technical support through phone, email, chat, voicemail and service tickets.

• Troubleshoot basic computer hardware, software, operating system and network issues.

• Resolve incidents and service requests or escalate them to the appropriate technical teams.

• Record, update and close tickets using CRM or ticketing tools.

• Meet performance metrics, including customer satisfaction and first-call resolution.

• Maintain technical documentation and knowledge-base articles.

• Communicate professionally with users across different countries and cultures.

• Participate in knowledge-sharing sessions and support new-hire mentoring.

• Stay updated on system outages, technology changes and ongoing incidents.

Required Skills

• Excellent verbal and written communication.

• Basic knowledge of computer hardware and software.

• Familiarity with Windows 10, macOS, networking and internet fundamentals.

• Working knowledge of Microsoft Office and Outlook.

• Strong troubleshooting and problem-solving abilities.

• Customer-service orientation and attention to detail.

• Ability to work independently and manage multiple requests.

Candidate Expectations

• Comfortable working in a 24×7 rotational shift environment, including night shifts.

• Willing to handle voice and non-voice support.

• Customer-first attitude and eagerness to learn.

• Good analytical and problem-solving skills.

How to Apply

Interested candidates can send their updated resume to jayachandra@uniquehire.co or contact 6300395715.