IT Analyst - Command Center Support
Indium Software India
Work from Office
Full Time
Min. 2 yearsJob Description
IT Analyst
Job Title: IT Analyst – Command Center (C1)
Experience: 2–4 Years
Job Description: • Provide Level 1–2 IT support via voice, email, and chat for global users • Handle incident logging, tracking, and resolution (25–30 tickets per shift) • Troubleshoot issues related to desktops, laptops, printers, VPN, email, browsers, and enterprise applications • Perform user account management (password resets, unlocks, access requests) using Active Directory • Support Office 365 applications (Outlook, Teams, OneDrive, SharePoint) • Monitor infrastructure and applications using monitoring tools and identify service issues • Manage and escalate major incidents as per ITIL processes • Handle user access provisioning , including application and SAP access • Create and maintain knowledge base articles and SOPs • Ensure adherence to SLAs, documentation standards, and shift handovers • Work in a 24/7 rotational shift environment Required Skills: • 2–4 years of experience in IT Service Desk / Command Center / NOC/SOC • Strong knowledge of Windows OS, networking basics, VPNs, email systems, and printers • Hands-on experience with Active Directory • Experience with ITSM tools (ServiceNow preferred) • Strong communication and stakeholder management skills Preferred Skills: • Experience with monitoring tools (SolarWinds, Splunk, Dynatrace) • Understanding of ITIL processes (Incident, Problem, Change Management) • Exposure to SAP access provisioning • Familiarity with SSPR, MFA, and identity management concepts • ITIL Foundation certification (preferred) Behavioral Expectations: • Strong ownership of incidents from start to resolution • Ability to work in high-volume, time-sensitive environments • Focus on process adherence, automation, and continuous improvement • Collaborative approach with L2/L3 teams • Maintain high standards of accuracy, compliance, and customer experienceExperience Level
Mid LevelJob role
Job requirements
About company
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