Sr Analyst

Job Summary

• Provide first-level technical support and troubleshooting for German-speaking users via phone, email, and ticketing systems.
• Diagnose and resolve software, hardware, and network issues, escalating complex problems as needed.
• Log all incidents and service requests accurately, ensuring timely follow-up and closure.
• Communicate clearly and professionally in both German and English to assist and support end users.
• Collaborate with IT teams to improve service processes and maintain high levels of customer satisfaction. To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities

• Provide first-level technical support and troubleshooting for German-speaking users via phone, email, and ticketing systems.
• Diagnose and resolve software, hardware, and network issues, escalating complex problems as needed.
• Log all incidents and service requests accurately, ensuring timely follow-up and closure.
• Communicate clearly and professionally in both German and English to assist and support end users.
• Collaborate with IT teams to improve service processes and maintain high levels of customer satisfaction. 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.

1. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
2. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
3. To maintain high login Efficiency (Availability) for customers.
4. 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.
5. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

• Provide first-level technical support and troubleshooting for German-speaking users via phone, email, and ticketing systems.
• Diagnose and resolve software, hardware, and network issues, escalating complex problems as needed.
• Log all incidents and service requests accurately, ensuring timely follow-up and closure.
• Communicate clearly and professionally in both German and English to assist and support end users.
• Collaborate with IT teams to improve service processes and maintain high levels of customer satisfaction.

Other Requirements

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