Technical Support Specialist
1 week ago
The role of a Service Desk Analyst is to provide expert support to customers via various channels. Key responsibilities include:
- Maintaining efficiency in handling escalated calls from the L1 team.
- Resolving tickets within agreed service level agreements (SLA) of ticket volume and time.
- Ensuring adherence to quality standards, regulatory requirements, and company policies.
- Providing positive customer experiences and achieving defined resolution rates and minimum average handling times (AHT).
- Updating work logs and following shift for escalation processes and process compliance.
Key Skills and Qualifications:
- Excellent communication skills with international voice support experience.
- Hands-on experience in mobility-related applications and desktop/general system issues.
- Good experience in troubleshooting Outlook, VPN, Citrix, VDI-related issues.
- In-depth knowledge of MS Office/O365 and telecom industry.
Responsibilities:
- Handle all queues efficiently and work towards case closure.
- Ensure timely resolution of tickets and adhere to quality standards.
- Provide excellent customer service and ensure positive customer satisfaction.
Experience: At least 1 year of experience in a similar role.
Skills: Excellent communication skills, technical problem-solving skills, and ability to work under pressure.
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