Support Analyst

  • Pune
  • No of positions:  1

    Location: Pune

    Experience:  3-5 years

    Key Skills : Requirement gathering, Incident management, change request management, troubleshooting steps, Provide support to clients

    Education: BE/ ME/ MCA/ MSc.

    Job Description:

    • Requirement gathering from client side.
    • Validate/Discuss client’s requirement with internal developer team. (Wherever required)
    • Co-ordinate with developer team to fulfill client requirement. (Wherever required)
    • Ensure fulfillment of client requirements.
    • Create local/UAT environment/platform.
    • Test overall functionality of application on UAT environment.
    • Take a permission from concerned person to deploy application on live environment.
    • Provide initial training to client.
    • Provide support to clients for down calls via telephone, e-mail, remote assistance (Wherever required)
    • Incident management (Incident identification, incident categorization, incident prioritization, troubleshooting, closure of issue, follow-up, keeping track)
    • Change request. (New request occurs from client, validate the request, discuss with concerned team, fulfill change request)
    • Record keeping.
    • Maintain inventory and troubleshooting steps.
    • Preparation of Report.
    • Follow-up with the client for down calls.
    • Attend meeting with Senior team members/Clients.
    • Co-ordination with internal teams whenever required

    Essential knowledge required :

    • Database (Microsoft SQL, MySQL)
    • Basic knowledge of networking, manual testing, troubleshooting skills, communication skills, re-presentation skills, interaction skills.

    Note: Candidate needs to work in rotational shift.

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