IT SUPPORT ANALYST are the first point of contact in any organization for resolving or escalating issues relating to hardware, software, network, and others of computer end users when they raise requests through emails, instant messages, chats or phone calls.

They will act as intermediaries between the organization and our clients by continuing to take ownership of the problem and ensuring that it has been appropriately prioritized and is getting due attention.

They should be able to understand users’ questions, provide technical support, and assist all staff remotely on technology problems. Owing to the nature of this occupation, aspirants for these jobs must have excellent communication skills and technical knowledge about various technologies and solutions. Importantly, engineers should be ready to work flexible hours.

Engineers need to make the best use of help desk software to be always be informed about the status of user requests. A help desk software consists of three main components: Ticket Management, Automation Suite, and Reporting and Optimization.  

While Ticket Management helps in organizing client requests, Automation Suite aids in allocating and implementing work better, and Reporting and Optimization gives an organization’s senior personnel information on how fast and efficiently each of the support executives is addressing issues and how satisfied an average client is.