CIC Application Support Analyst
New
J
JobgetherInformation Technology
IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- SQLCitrixMicrosoft ExchangeMicrosoft SQL ServerMicrosoft OfficeTroubleshooting
Requirements
- Qualification in Information Technology, Business, or a related discipline, and/or equivalent relevant professional experience.
- Experience managing customer support cases from initial logging through closure, with strong attention to documentation, communication, and follow-through.
- Proven customer service skills, including active listening and clear communication across different channels.
- Experience using an IT customer support or case management system.
- Practical understanding of service desk concepts, processes, and support workflows.
- Ability to perform basic SQL database queries.
- Demonstrable proficiency with Microsoft Windows and Microsoft Office applications.
- Experience working with infrastructure, networking, or end-user computing technologies.
- Working knowledge of Windows Server Active Directory, Microsoft Exchange, Microsoft SQL Server, and/or Citrix technologies.
- Strong analytical and problem-solving skills.
- Strong organizational skills and attention to detail.
- Customer-oriented mindset with a commitment to delivering timely, professional, and effective support.
Responsibilities
- Provide high-quality frontline application support to customers through digital channels, handling both new inquiries and ongoing support cases.
- Log, manage, and triage incidents and service requests within the case management system, ensuring cases are handled within defined service targets and KPIs.
- Analyze and troubleshoot customer issues using technical expertise, available documentation, knowledge-base resources, and professional relationships.
- Manage customer support cases through to resolution or appropriately assign them to the relevant analyst or engineering team.
- Perform initial triage of cases submitted through the customer portal, using established knowledge articles and support procedures to determine the appropriate course of action.
- Maintain accurate and comprehensive records of investigations, troubleshooting activities, changes made, and customer interactions.
- Keep customers appropriately informed throughout the support lifecycle and ensure internal progress notes are maintained separately when necessary.
- Perform recurring operational activities such as data extraction and reporting.
- Use analytical and problem-solving skills to resolve support cases efficiently while maintaining a strong focus on customer experience.
- Collaborate with internal analysts and engineers to ensure effective escalation and timely resolution of complex issues.
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