Website:
zaptech.co.in
Job details:
ROLE PURPOSE
The Technology Analyst supports IT systems administration, technology improvement initiatives, and MIS ownership in a BPO/KPO environment.
The role ensures system availability, reliability, secure access, accurate reporting, and continuous technology enablement for business operations.
KEY RESPONSIBILITY AREAS
1. End User Support Responsibilities (ISO/IEC 27001:2022 – BPO/KPO Environment)Provide Level-1 support for system access, login issues, email, CRM, diallers, and approved business applications.
Support desktops, laptops, headsets, softphones, and authorized IT assets as per company standards.
Execute user access support strictly based on approved requests, role-based access control (RBAC), and identity verification.
Guide users on secure and compliant usage of systems, data, and communication tools.
Log, track, resolve, and close incidents via the approved ticketing system; escalate as per SOP timelines.
Ensure endpoints comply with antivirus, patching, and security configurations.
Immediately report and escalate suspected security incidents, phishing attempts, data breaches, or device loss.
Follow all IT, Information Security, and ISMS policies without deviation.
Maintain accurate documentation and support internal/external audits when required.
2. Technology R&D – Improvement & EnablementAssist in technology research, evaluations, demos, and POCs.
Support requirement gathering, testing, UAT, and controlled rollouts.
Document learnings, gaps, risks, and improvement recommendations.
3. MIS & Data ReportingPrepare daily, weekly, and monthly MIS reports.
Ensure data accuracy, reconciliation, traceability, and version control.
Maintain MIS definitions and documentation.
Support management reviews, audits, and client reporting.
REPORTING & ROLE LEVELRole Level: Analyst (L1)
Reports To: Technology / Learning Lead
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