Technical Support Professional

2 days ago

Thoothukudi, Tamil Nadu, India beBeeServiceDeskAnalyst Full time ₹ 8,00,000 - ₹ 12,00,000
Job Overview

The Service Desk Analyst plays a pivotal role in providing top-notch customer support. They will possess excellent communication skills and international voice support experience, ensuring seamless resolution of technical issues related to mobility applications, desktop systems, and general systems.

Key Responsibilities:

  • Maintain high efficiency in handling escalated calls from the L1 team by prioritizing tasks effectively.
  • Resolve tickets within agreed service level agreements (SLA) of ticket volume and time, adhering to quality standards and regulatory requirements.
  • Ensure positive customer experience and CSAT through defined resolution rates and minimum average handling times (AHT), rejected resolutions or reopened cases.
  • Update worklogs and follow shift for escalation processes and process compliance.
  • Handle all queues efficiently and work towards case closure.

Technical Requirements:

  • Excellent communication and interpersonal skills.
  • International voice support experience.
  • Hands-on experience in mobility-related applications and desktop/systems-related issues.
  • Good experience in troubleshooting Outlook, VPN, Citrix, VDI-related issues.
  • In-depth knowledge of MS Office/O365.
  • Experience in telecom is an added advantage.

Requirements:

  • Excellent communication and problem-solving skills.
  • Ability to work under pressure and meet deadlines.
  • Strong analytical and technical skills.
  • Ability to work effectively in a team environment.
  • Flexibility to adapt to changing priorities and circumstances.

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