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Service Desk L1 - Voice Support
Roles and Responsibilities
To maintain high login Efficiency (Availability) for customers
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 First Call Resolution and minimum average handling time (AHT), rejected resolutions or Reopen Cases
To update worklogs and follow shift for escalation process and process compliance.
Technical and Professional Expertise
Good Communication with International Voice Support experience
Hands on experience in Active Directory, RSA Token
Experience in Troubleshooting, VPN, Citrix, VDI related issues
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