Analyst (Support & Operations)

Job Summary

To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Service Desk English:

Key Responsibilities

• Senior Analyst
• English, Arabic, Microsoft Windows 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.

• Senior Analyst
• English, Arabic, Microsoft Windows

Skill Requirements

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Other Requirements

Service Desk English: