Service Desk Analyst

Job Description

About the Role He/she will be responsible in providing 100% voice support to the clients and online technical resolution. Responsibilities To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases. To maintain high login Efficiency (Availability) for customers. To provide level 1 remote desktop support to resolve tickets / provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be. Work on value adding activities such Knowledge base update & self-development. Qualifications Qualification: Any Graduate Required Skills Voice based technical support experience in a global/international environment Basic technical knowledge of PCs Knowledge of MS Outlook troubleshooting, Internet and Networking Technical Knowledge of operating systems like Windows XP Good communication and conversation skills (verbal and written) Willingness to work in 24/7 environment Preferred Skills Technical Knowledge of operating systems like Windows XP Good communication and conversation skills (verbal and written) Show more Show less