RR-0341974 - Sr Analyst II Infrastructure Services

Job Description

Job Description:
Key Responsibilities
Act as the
first point of contact (L1 support)
for all IT-related incidents and service requests via calls, emails, chat, or ticketing tools.
Log, classify, and prioritize incidents accurately in tools such as
ServiceNow (SNOW)
or equivalent.
Provide
initial diagnosis and resolution
for common IT issues (hardware, software, network, access-related).
Ensure adherence to
SLA/OLA targets
, including response and resolution timelines.
Perform
ticket triaging, routing, and escalation
to L2/L3 teams where required.
Follow up with users to ensure
issue resolution and customer satisfaction
.
Maintain clear and professional
communication with end-users
throughout the ticket lifecycle.
Document troubleshooting steps, resolutions, and maintain updated
knowledge base articles
.
Support
user account management tasks
(password reset, access provisioning, AD/Exchange support).
Participate in
shift-based operations
, including weekends/holidays if required.
Working from onsite is must requirement.
Required Skills & Competencies
Strong knowledge of:
Windows OS / Mac OS basics
Microsoft Office 365 / Email (Outlook, Teams)
Active Directory / User Administration
Basic networking concepts (VPN, LAN/Wi-Fi, DNS)
Hands-on experience with
ITSM tools (ServiceNow preferred)
.
Good understanding of
incident, request, and problem management
processes.
Excellent
communication and customer handling skills
.
Ability to handle
high-volume ticket environments
.
Strong
analytical and troubleshooting skills
.
Ability to work in
24x7 shift environment
.
Experience & Qualifications
2-3 years of experience in
IT Service Desk / Technical Support
.
Bachelor's degree in IT, Computer Science, or related field (preferred).
ITIL Foundation certification (good to have).
Behavioural Expectations
Customer-first mindset with a
service-oriented approach
Strong team collaboration and
ownership mindset
Ability to work under pressure with
attention to detail
Continuous learning and improvement attitude
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.