IT Analyst

Job Description

Job Title: IT Analyst Company: New Era Technology www.neweratech.com Location: Client Office, Bangalore (Onsite) Employment Type: Full-Time | Permanent Role with New Era Technology Work Mode: 24/7 Rotational Shifts (Including Night & Weekend Support as per schedule) Job Summary: New Era Technology is hiring dynamic IT Analysts to join our team in Bangalore. This is a full-time role where you will act as a Level 1 Technical Support Executive, managing inbound calls and ticket-based queries from internal users. Key Responsibilities: Act as the first point of contact for internal IT technical support queries via phone, tickets, or chat. Handle and resolve procedural, process, and technical issues raised by internal users. Accurately log all support requests and follow through to resolution using ticketing tools. Take ownership of reported issues and ensure effective resolution within SLAs. Escalate complex cases following the escalation path while ensuring timely follow-up. Recommend process improvements or procedural changes to enhance service delivery. Collaborate closely with the internal IT and service desk teams to ensure user satisfaction. Participate in rotational shifts including night shifts and weekends as required. Candidate Requirements: Graduate degree (Computer Science / Electronics preferred). Excellent communication skills verbal and written (English). Willingness to work in 24/7 rotational shifts including night and weekend support. Strong interpersonal skills with an ability to communicate clearly with IT and non-IT staff. Preferred Qualifications (Added Advantage): Minimum 6 months of experience in international technical support / service desk roles. Certification/training in IT support (e.g., CompTIA, Microsoft, ITIL). Familiarity with Windows OS, MS Office, ticketing systems, and remote desktop tools. Strong troubleshooting, analytical, and multi-tasking skills. Ability to work independently in high-pressure or critical situations.