Service Desk Analyst

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)