Analyst (Support & Operations)

Job Summary

• Handle user queries via phone/chat/email/web • Log and track tickets • Provide basic issue resolution (passwords, apps, connectivity) • Escalate unresolved issues • Update users on ticket status To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

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

Basic IT knowledge (Windows, O365, networking) • Familiarity with ticketing tools • Troubleshooting skills • Strong communication & customer service

Other Requirements

0–2 years experience • ITIL or basic IT certifications (preferred) • Flexible for shifts