Service Desk Analyst

As an ideal candidate for the role of International Voice / Non Voice Support, you will be responsible for providing excellent communication and support in International Voice Support. Your hands-on experience in troubleshooting mobility-related applications, desktop/system issues, Outlook, VPN, Citrix, VDI issues, MS Office/O365, and Telecom will be crucial for this role. Key Responsibilities: - Maintain high efficiency in handling escalated calls from L1 team - Resolve tickets within agreed SLA of ticket volume and time - Adhere to quality standards including voice and accent, tech monitoring, regulatory requirements, and company policies - Ensure positive customer experience and CSAT through defined resolution rate, minimum average handling time (AHT), rejected resolutions, or reopen cases - Update worklogs, follow the shift for escalation process, and ensure process compliance - Handle all queues efficiently and work towards case closure,