Sr Analyst

About the role

To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

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

• Any graduate