Junior IT Support Analyst (Fresher)

About the Role

Are you a recent graduate looking to launch your career in the global technology sector? Join a world-class IT team where you will provide essential technical support and gain hands-on experience with industry-leading tools in a fast-paced, international environment.

Main Missions

• Provide Level 1 IT technical support to users via chat, voice, and email channels.
• Accurately record, track, and update technical incidents and service requests within the ITSM tool (e.g., ServiceNow).
• Ensure strict adherence to established support processes and Service Level Agreements (SLAs).
• Perform basic troubleshooting and resolve common hardware and software issues for end-users.
• Escalate complex incidents or requests to the appropriate specialized technical teams when necessary.
• Maintain clear documentation and ensure effective, professional communication with all users.
• Actively participate in comprehensive training, simulation sessions, and pre-production evaluations.

Profile Required

• Recent graduate with a strong interest in Information Technology.
• Excellent verbal and written communication skills to interact with diverse users.
• A proactive mindset with a strong desire to learn new technologies and processes.
• Customer-oriented attitude with a positive and professional approach.
• Ability to work in a flexible environment, including rotating shifts (24/7 coverage).

Required Skills

• Foundational knowledge of IT environments (Windows, applications, file systems, internet usage).
• Basic understanding of IT concepts (hardware, software, connectivity, password resets).
• Proficiency in troubleshooting basic technical issues.
• Ability to follow structured technical workflows and documentation standards.
• Strong interpersonal and problem-solving skills.

What We Offer

• Hybrid work model (3 days in office, 2 days from home).
• Comprehensive training and professional development programs.
• Opportunity to work within a global technology leader.