JOB DESCRIPTION

Business Line FT | SENIOR ANALYST | North Carolina

Job Summary

LOCATION: North Carolina
DESIGNATION: SENIOR ANALYST
QUALIFICATION:
Troubleshooting PC and Mac issues via remote login or occasional onsite visits
• Updating client IT documentation, network maps, tickets, and notes for the team
• Contacting vendors on behalf of clients
• Testing new products
• Reinstalling Windows/Mac OS X and performing system upgrades
• Securely deleting data on hard drives
• Resolving malware and virus issues on Macs and PCs
(1.) To maintain high login Efficiency (Availability) for customers (2.) To resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases (5.) To update worklogs and follow shift/ escalation process and process compliance (6.) Work on value adding activities such Knowledge base update & self development
SKILLS:
BPS-Unified Service Desk-Helpdesk
EXPERIENCE: 0-2.5 Years
NO. OF POSITIONS: 1