Cloud and Infrastructure Operations Analyst

Analyst-Cloud & Infra Operations Area(s) of responsibility Excellent verbal and written communication skills. Strong customer service orientation with the ability to handle user queries professionally. Strong understanding of computer hardware, software, and networking principles to troubleshoot technical issues effectively. Extensive knowledge of Microsoft Intune or proficiency in other mobile device management technologies. Expertise in providing remote support for mobile devices. Respond to IT support requests via phone, chat, and email. Download, install, and configure software based on user requirements. Ensure proper use of applications, networks, and IT equipment. Test and update existing software as required. Escalate complex or advanced IT support cases to the appropriate teams. Maintain IT documentation, including network, asset, and user details. Document all actions taken, troubleshooting steps, and resolutions accurately in the ticketing system. Support hardware troubleshooting, including coordination for replacement of equipment and peripherals such as computers, terminals, network devices, and server-related components. Ensure optimal performance of computer networks and related systems. Ability to work flexible shifts and adapt to changing work schedules. Prior experience working in a Support Center or Service Desk environment. Analyze issues and identify appropriate software or hardware solutions. Understanding of ITIL concepts; ITIL Foundation certification preferred. Good understanding of Microsoft applications, Microsoft 365, and Active Directory. Ability to work independently with minimal supervision.