Remote IT Service Analyst

Company: Naukri Mitra
Salary: $129,500 per year
Location: Remote

Are you passionate about providing top-notch IT support and delivering excellent customer service in technology? Naukri Mitra is looking for an experienced and dedicated Remote IT Service Analyst to join our client's IT support team. This role offers the opportunity to work with a dynamic group of professionals, providing support to ensure seamless operations for clients, all from the comfort of your home.

Job Summary:

As a Remote IT Service Analyst, you will deliver adequate technical support and ensure high client satisfaction. Your duties will include troubleshooting hardware and software issues, managing IT service requests, and coordinating with other technical teams to resolve more complex issues. This position requires strong communication skills, problem-solving abilities, and a proactive approach to IT service management.

Key Responsibilities:

1. Technical Support and Troubleshooting:
   • Provide first-level and second-level technical support for incidents related to hardware, software, networking, and other IT services.
   • Diagnose and resolve technical issues promptly, ensuring minimal disruption to users.
   • Utilize remote desktop tools to troubleshoot and resolve issues effectively and efficiently.
   • Escalate complex technical issues to higher-level support teams or specialists when necessary.
2. Service Request Management:
   • Handle IT service requests and incidents through a ticketing system, ensuring that issues are accurately logged, prioritized, and tracked until resolved.
   • Follow up with users to ensure that service requests are handled promptly and provide timely updates to clients regarding the status of their requests.
   • Collaborate with other IT support staff to coordinate efforts and ensure timely resolution of service tickets.
3. IT Asset and Configuration Management:
   • Maintain an up-to-date inventory of IT assets, including hardware, software, and licenses.
   • Manage the configuration and deployment of new hardware and software, ensuring all devices meet security standards and organizational policies.
   • Assist in providing and de-provisioning IT resources for new hires and departing employees, ensuring access permissions are configured appropriately.
4. Customer Service and Communication:
   • Communicate clearly and effectively with clients, ensuring high customer satisfaction and a positive attitude.
   • Provide technical guidance and training to end users to improve their understanding of IT systems and best practices.
   • Develop and maintain knowledge base articles and technical documentation to assist users in independently troubleshooting common issues.
5. Service Improvement and Monitoring:
   • Participate in the continuous improvement of IT service processes by identifying areas for improvement and recommending enhancements.
   • Monitor IT infrastructure and systems for potential issues, ensuring proactive measures are taken to avoid service disruptions.
   • Collect and analyze metrics related to IT service performance to identify patterns and trends and provide input for improving IT services.
6. Incident and Problem Management:
   • Participate in incident management and problem-solving activities, ensuring that root causes are identified and corrective actions are taken to prevent recurrence.
   • Perform root cause analysis for recurring technical issues, working with other IT teams to identify long-term solutions.
   • Create incident reports and provide feedback to the IT team for process and service improvements.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field. Equivalent experience may also be considered.
• Minimum of 3-5 years of experience in an IT service desk, helpdesk, or technical support role.
• Strong understanding of IT service management (ITSM) practices and experience using ticketing systems.
• Proficiency with Windows and macOS operating systems and standard applications like Microsoft Office 365.
• Basic knowledge of networking concepts, such as TCP/IP, DNS, and DHCP, and experience in troubleshooting network connectivity issues.
• Familiarity with Active Directory, including user account management, password resets, and group policy.
• Strong analytical and problem-solving skills, with the ability to effectively diagnose and resolve technical issues.
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently, manage multiple tasks, and prioritize effectively in a remote environment.

Preferred Skills:

• Experience with ITIL processes and certification (ITIL Foundation) is a plus.
• Familiarity with remote desktop tools like TeamViewer, Remote Desktop Protocol (RDP), or other platforms.
• Experience with cloud environments (AWS, Azure, Google Workspace) and understanding cloud service models (IaaS, SaaS, PaaS).
• Knowledge of endpoint management tools and enterprise mobility management (EMM) solutions.
• Exposure to scripting languages (e.g., PowerShell) for automating routine IT tasks.

What We Offer:

• Competitive salary of $129,500 per year.
• Flexible remote work arrangement, allowing you to work from anywhere and maintain a healthy work-life balance.
• A supportive work environment that encourages professional growth and development through training programs and certifications.
• Opportunities to work on challenging projects that enhance your skills and contribute meaningfully to IT service excellence.
• A collaborative culture that values the input of every team member and fosters innovation in delivering IT services.

Why Join Naukri Mitra?

Naukri Mitra is a trusted recruitment firm that partners with leading organizations to provide top-tier talent for various industries. We are committed to helping IT professionals find rewarding career opportunities that align with their skills and aspirations. As a Remote IT Service Analyst, you will be part of a community that values customer service, technical expertise, and dedication to excellence.

Our clients seek proactive, resourceful, and driven individuals to deliver outstanding IT service experiences. We believe in fostering a culture of collaboration, learning, and continuous improvement, and we are committed to helping our team members grow personally and professionally. If you are passionate about IT service delivery and want to contribute to a team that makes a difference, we encourage you to apply.

How to Apply:

If you are ready to advance your career in IT support and meet the requirements for this role, we invite you to apply today. We welcome candidates from diverse backgrounds and are committed to creating an inclusive work environment where everyone’s contributions are valued.