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.