Analyst-Cloud & Infra Operations

Area(s) of responsibility

• Excellent verbal and written communication skills.
• Strong customer service orientation with the ability to handle user queries professionally.
• Strong understanding of computer hardware, software, and networking principles to troubleshoot technical issues effectively.
• Extensive knowledge of Microsoft Intune or proficiency in other mobile device management technologies.
• Expertise in providing remote support for mobile devices.
• Respond to IT support requests via phone, chat, and email.
• Download, install, and configure software based on user requirements.
• Ensure proper use of applications, networks, and IT equipment.
• Test and update existing software as required.
• Escalate complex or advanced IT support cases to the appropriate teams.
• Maintain IT documentation, including network, asset, and user details.
• Document all actions taken, troubleshooting steps, and resolutions accurately in the ticketing system.
• Support hardware troubleshooting, including coordination for replacement of equipment and peripherals such as computers, terminals, network devices, and server-related components.
• Ensure optimal performance of computer networks and related systems.
• Ability to work flexible shifts and adapt to changing work schedules.
• Prior experience working in a Support Center or Service Desk environment.
• Analyze issues and identify appropriate software or hardware solutions.
• Understanding of ITIL concepts; ITIL Foundation certification preferred.
• Good understanding of Microsoft applications, Microsoft 365, and Active Directory.
• Ability to work independently with minimal supervision.