Service Desk Analyst

INTERNATIONAL VOICE / NON VOICE is must

• Excellent Communication with International Voice Support experience.
• Hands on experience in Mobility related Application & Desktop/General system related issues
• Good experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues.
• In-depth experience knowledge on MS office/O365
• Experience in Telecom will be added advantage.

Roles & Responsibilities.

• To maintain high efficiency in handling escalated calls from L1 team.
• To resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies
• To ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases
• To update worklogs and follow shift for escalation process and process compliance
• Handling all the queues efficiently and work towards case closure.