Sr Analyst

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

Key Responsibilities

• 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.
• 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 problems to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as necessary.
• Work on value adding activities such as kno...