Service Desk Analyst

As an ideal candidate for this position, you should have excellent communication skills with experience in International Voice Support. You should also possess hands-on experience in addressing Mobility related Application, Desktop/General system issues, and troubleshooting Outlook, VPN, Citrix, VDI related issues. Additionally, you are expected to have in-depth knowledge of MS Office/O365, with experience in Telecom being an added advantage. Your key responsibilities will include: - Maintaining high efficiency in handling escalated calls from the L1 team - Resolving tickets within the agreed SLA of ticket volume and time - Adhering to quality standards such as voice and accent, Tech Monitoring, regulatory requirements, and company policies - Ensuring a positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions, or Reopen Cases - Updating worklogs and following the shift for escalation process and process compliance - Handling all the queues efficiently and working towards case closure No additional details about the company were mentioned in the job description. As an ideal candidate for this position, you should have excellent communication skills with experience in International Voice Support. You should also possess hands-on experience in addressing Mobility related Application, Desktop/General system issues, and troubleshooting Outlook, VPN, Citrix, VDI related issues. Additionally, you are expected to have in-depth knowledge of MS Office/O365, with experience in Telecom being an added advantage. Your key responsibilities will include: - Maintaining high efficiency in handling escalated calls from the L1 team - Resolving tickets within the agreed SLA of ticket volume and time - Adhering to quality standards such as voice and accent, Tech Monitoring, regulatory requirements, and company policies - Ensuring a positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions, or Reopen Cases - Updating worklogs and following the shift for escalation process and process compliance - Handling all the queues efficiently and working towards case closure No additional details about the company were mentioned in the job description.