Sr Analyst
Job Summary
First point of contact for end users, providing multilingual IT support, resolving incidents, and ensuring high customer satisfaction.
Key Responsibilities
Handle inbound/outbound calls, chats, and emails in assigned language
• Log, classify, and prioritize incidents & service requests
• Provide first-level troubleshooting for: Windows OS, O365, VPN, Citrix, email, connectivity issues
• Follow knowledge base (KB) and standard operating procedures
• Escalate unresolved issues to L2 teams
• Ensure SLA compliance (response & resolution time)
• Maintain accurate ticket documentation
• Provide excellent customer service with cultural sensitivity
Skill Requirements
• Fluency in assigned language (C1/C2 preferred) + English
• Basic IT troubleshooting knowledge
• Familiarity with ticketing tools (ServiceNow, Remedy, etc.)
• Good communication and customer handling skills
Other Requirements
0–3 years (freshers with language certification can be considered)
Source: the employer's careers page. Last checked 2026-10-15. Posted 2026-10-14.