SENIOR ANALYST

Job Description (Posting).

Desk Side Services / Windows PC (1.) Key Responsibilities

1. To 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.

2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.

3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.

4. To maintain high login Efficiency (Availability) for customers.

5. To 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 as the case be.

6. Work on value adding activities such Knowledge base update & self development.

Qualification

B-Tech

Skill (Primary)

DWP-FSS-Desk Side Services