Job description:

Key Responsibilities:\\r\\nExperienced Service Desk with good communication and leadership skills, working from customer office and interfacing with customer leadership on a daily basis.\\r\\nTechnical Support Delivery: Provide support via calls, chats, emails, and self-service tickets.\\r\\nQueue Management: Monitor chat and call queues to maintain ASA (Average Speed of Answer) and SLA (Service Level Agreement) targets.\\r\\nCustomer Satisfaction: Track C-Sat and D-Sat scores, conduct root cause analysis (RCA), and share findings with clients.\\r\\nClient Engagement: Collaborate with management and clients to align service delivery with business expectations 1.\\r\\nSkills Required:\\r\\nTroubleshooting (server, internet, printer)\\r\\nRemote access and data sharing\\r\\nAsset management and user onboarding\\r\\nLeadership, public speaking, and teamwork\\r\\nTerminal testing and software installation\\r\\nOutlook Web Access and hardware/networking

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases