Analyst (Support & Operations)

Job Summary

We are looking for a proactive and customer-focused Service Desk Executive to handle real-time chat support for our clients. The ideal candidate will be responsible for resolving technical issues, answering queries, and ensuring a seamless customer experience through live chat interactions.

Key Responsibilities:

• Provide first-level technical support via chat to end-users.
• Troubleshoot hardware, software, and network-related issues.
• Log and track service requests using the ticketing system.
• Escalate unresolved issues to appropriate teams.
• Maintain a high level of customer satisfaction through timely and effective communication.
• Follow standard operating procedures and service desk protocols.
• Document solutions and contribute to the knowledge base. Qualifications & Skills: Education:
• Graduate in any discipline (preferably in IT or Computer Science). Experience:
• 0–2 years of experience in IT support or customer service (chat process preferred). Skills:
• Excellent written communication skills.
• Basic understanding of computer systems, networks, and troubleshooting. Classification: Internal • Ability to multitask and manage multiple chat sessions.
• Strong problem-solving and analytical skills.
• Familiarity with ticketing tools (e.g., Service Now, Zendesk) is a plus. Work Location: Lucknow Employment Type: Full-time

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

null

Other Requirements

null