
Helpdesk Professional
2 days ago
Job Opportunity
- We are seeking a highly skilled professional to fill the role of Service Desk Analyst.
- The ideal candidate will have excellent communication skills and experience in providing international voice support.
- You will be responsible for troubleshooting and resolving technical issues related to mobility applications, desktop systems, and general IT infrastructure.
- A strong understanding of MS Office and O365 is essential for this role.
- Familiarity with Telecom systems is an added advantage.
Key Responsibilities
- Maintain high efficiency in handling escalated calls from the L1 team.
- Resolve tickets within agreed service level agreements (SLA) for ticket volume and time.
- Adhere to quality standards, regulatory requirements, and company policies.
- Ensure positive customer experience and CSAT through defined resolution rates and minimum average handling times.
- Update worklogs and follow shift for escalation processes and compliance.
- Efficiently handle all queues and work towards case closure.
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