Analyst (Support & Operations)

About the role

The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts. rn Service Desk Agent provides Break Fix, fault diagnosis and resolution. Ideal candidate should have 2-3 Years’ experience in Windows Desktop support.rn

What you'll do

• Provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed…
• Adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies
• Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases
• Maintain high login Efficiency (Availability) for customers
• 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…

What you need

• 2–3 yrs of experience
• MS Office
• Voice process
• Ticketing tools
• Any graduate

Good to have

• Customer service
• Active Directory
• iOS
• ServiceNow
• Android