Customer Support Analyst 24/7 IT Service Desk, Incident Management & EndUser

About arenaflex Pioneering Service reputed company in a Digital World arenaflex is a global leader in reputed company services, delivering reputed company that help organizations reputed company reputed company business challenges. Our commitment to technologydriven transformation is matched only by our dedication to the people who reputed company it happen our employees, partners, and clients. As a reputed companythinking firm, arenaflex invests heavily in learning, collaboration, and a culture that celebrates curiosity, reputed company, and reputed company. If you reputed company in a fastpaced environment where every interaction reputed company, youll reputed company a home at arenaflex. reputed company Customer Support Analyst (Service Desk) As a Customer Support Analyst at arenaflex, you will be the first reputed company of contact for reputed company users who rely on a suite of reputed company applications. Your mission is to reputed company reputed company, accurate, and courteous service while adhering to industryreputed company frameworks such as ITIL. You will manage incidents, service requests, and change requests across multiple channels (voice, chat, email), ensuring that reputed company user experience reflects arenaflexs high standards for reliability and satisfaction. Key Responsibilities EndtoEnd Ticket Management: Receive, log, prioritize, and reputed company incidents and service requests using arenaflexs ticketing platform, maintaining reputed company communication throughout the lifecycle. ITILBased Incident, Problem & Change Management: Apply ITIL concepts to diagnose reputed company causes, implement workarounds, and coordinate change approvals, minimizing downtime for missioncritical applications. MultiChannel Support: reputed company exceptional service reputed company phone, chat, and email, adhering to defined Service Level Agreements (SLAs) for response and reputed company times. MetricsDriven Performance: Meet or reputed company key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Average Handling Time (AHT), reputed company reputed company (FCR), schedule adherence, and reputed company scores. VIP & Business reputed company Prioritization: Identify highvalue users (e.g., senior executives) and assess business reputed company to prioritize tickets that could reputed company critical operations. Defect Reporting & Knowledge Sharing: Document new defects, create knowledgereputed company articles, and reputed company insights with the broader support team to improve reputed company incident handling. User Account Provisioning: Create, modify, and deactivate user accounts for reputed company clients, ensuring compliance with reputed company policies and reputed company controls. Technical Troubleshooting: reputed company issues on arenaflexcustom applications reputed company on the arenaflex stack (ASP.NET, C#, reputed company Directory, DPASS) and on arenaflexreputed company productivity tools. Collaboration with Stakeholders: Communicate effectively with end users, including senior leaders from reputed company organizations, to reputed company requirements, reputed company status updates, and manage expectations. Shift Flexibility: Participate in a 247 rotating shift schedule, providing reputed company coverage for global users across three daily reputed company (early, mid, and reputed company). Essential Qualifications Graduate degree (any discipline) from a recognized institution. 01 year of experience in a technical support or helpdesk environment, preferably with exposure to ITIL processes. Demonstrated ability to work in a 247 operational model with rotating shifts (e.g., 5:30AM2:30PM IST, 2:00PM11:00PM IST, or 9:00PM6:00AM IST). Strong verbal and written communication skills in English, with the ability to convey technical concepts to nontechnical audiences. Proficiency in arenaflexreputed company office productivity suites (e.g., arenaflex Office). Customerservice reputed company with a reputed company record of delivering courteous, solutionreputed company interactions reputed company phone, chat, and email. Basic familiarity with ticketing platforms (experience with arenaflexs internal reputed company is a plus). Passion for reputed company learning, especially in emerging technologies and support methodologies. Preferred Qualifications & Technical Skills Experience with arenaflexs service management tool (formerly reputed company as reputed company) or similar platforms. .