Technical Support Analyst

Job Description: Technical Support Analyst Location: Pune (Onsite) Experience Level: 1-3 years In-Person Interview Rotational Shift . We are looking for an enthusiastic and customer-focused Service Operations Analyst to join our global IT Operations team. This role combines responsibilities across Service Desk and Command Center (NOC) operations, providing an excellent opportunity for early-career professionals to gain experience in end-user support, infrastructure monitoring, incident management, and IT operations. You will support internal users, monitor enterprise services, participate in major incident management, and work closely with infrastructure and application teams to ensure high service availability and exceptional user experience. Key Responsibilities: Service Desk Responsibilities Provide first- and second-level IT support through phone, chat, email, and ticketing tools. Troubleshoot Windows, macOS, Microsoft 365, VPN, and endpoint-related issues. Perform user account administration using Active Directory and Identity Management tools. Install, configure, and support laptops, desktops, and mobile devices. Handle onboarding, offboarding, software installations, and user access requests. Maintain accurate ticket documentation while adhering to SLA commitments. NOC / Command Center Responsibilities Monitor enterprise infrastructure, cloud platforms, networks, and business applications using enterprise monitoring tools. Identify, triage, and respond to alerts and events proactively. Perform initial troubleshooting and engage resolver teams during service disruptions. Participate in Major Incident Management and assist with bridge coordination. Publish outage notifications and communicate service status updates. Monitor service health dashboards and escalate critical issues based on defined procedures. Ensure timely restoration of services while maintaining operational documentation. Continuous Improvement Follow ITIL best practices for Incident, Request, Problem, and Change Management. Contribute to knowledge articles and standard operating procedures. Identify automation opportunities to improve operational efficiency. Work with monitoring and observability platforms to improve service visibility. Participate in shift handovers and operational reviews. Required Skills & Qualifications: Windows 10/11 and macOS Microsoft 365 VPN Technologies Active Directory Basic Networking (DNS, DHCP, TCP/IP) ITSM tools Monitoring tools (Helix AIOps, BMC Helix Operations Management, TrueSight, Grafana, etc.) Strong troubleshooting and analytical skills Excellent verbal and written communication Ability to work in rotational shifts including weekends