IT Support Analyst at Centific

About Centific

At Centific, people are at the center of our culture.We constantly seek out opportunities for people to enhance their skills,

and emphasize work-life balance for all our employees.We believe that competition can bring out the very best in people

– from our annual creative film and speech contests to our weekly office game tournaments,we mix work and play to engage our people and help our clients succeed.

About Job

• Handle the issues/request reported through Incident Management tool within agreed SLAs.
• Update Log notes in ticketing tool and reply to user in timely manner.
• Documentation in tickets & Incident analysis is the priority.
• Should handle Voice and Non-Voice tickets simultaneously.
• Troubleshooting issues related to O365, VPN, Browser & OS related
• First level support for users regarding password reset, account unlock & other queries.
• Trouble shooting issues related to business specific applications.
• Able to work independently in assigned tasks & actively participate in small projects.
• Collaborate with other teams and provide correct information, also escalate thru proper channel & categorize the tickets correctly.
• Able to work both Night & Morning shifts for entire one month and vice versa.

• Preferred qualifications: Bachelor's Degree or B tech required. Preferably in Computer Science, Information Systems, or related field. Strong domain knowledge and technical orientation. Knowledge of OS, Office 365, Service Desk management.

Certifications Preferred: ITIL v3 or v4, Any Microsoft Certification .

• Competencies
• Customer Service and Problem-Solving attitude.
• Good communications skills in English.
• Should be able to deliver on tight timelines.
• Must have international voice support experience minimum 1year.

Centific is an equal opportunity employer. We aim to create an inclusive workplace and leverage the power of diversity. We are committed to providing a work environment free of discrimination and harassment. We do not discriminate or allow harassment on the basis of race, color, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status or any other legally protected status. Workplace discrimination related to being pregnant and pregnancy-related harassment, including discrimination in the hiring process, is strictly prohibited in Centific Global Solutions.