Analyst (Support & Operations)

Job Summary

provides first-line technical support by diagnosing and resolving IT issues related to hardware, software, and network systems. They respond to user requests via phone, email, or ticketing systems, ensuring timely issue resolution and clear communication. The role also involves logging incidents, escalating complex problems, and maintaining high customer satisfaction through effective support.

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.

Skill Requirements

Strong troubleshooting communication customer service technical support skills

Other Requirements

Strong troubleshooting communication customer service technical support skills