Technical Support Professional

2 days ago

Thrissur, Kerala, India beBeeServiceDesk Full time ₹ 7,50,000 - ₹ 12,50,000
Job Summary:

We are seeking a dedicated and skilled Service Desk Analyst to join our team. As a key member of our service delivery unit, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:

  • Maintain high efficiency in handling escalated calls from the L1 team, ensuring timely resolution and excellent client satisfaction.
  • Resolve tickets within agreed Service Level Agreements (SLAs) for ticket volume and time, meeting or exceeding quality standards.
  • Adhere to quality benchmarks, regulatory requirements, and company policies, prioritizing positive customer experiences and CSAT through defined resolution rates and minimum average handling times.
  • Update worklogs and follow shift protocols for escalation processes and compliance.
  • Efficiently handle all queues and work towards case closure, driving business results.

Requirements:

  • Excellent communication skills with international voice support experience, effectively interacting with diverse client groups.
  • Hands-on experience in mobility-related applications and desktop/general system-related issues, coupled with good troubleshooting skills for Outlook, VPN, Citrix, and VDI-related problems.
  • In-depth knowledge of MS Office/O365, with experience in telecom an added advantage.

What We Offer:

  • A dynamic and challenging work environment that fosters growth and professional development.
  • A collaborative and supportive team that values innovation and excellence.

Benefits:

  • Opportunities for career advancement and skill enhancement.
  • Competitive compensation and benefits package.
  • A recognition and rewards program that celebrates individual and team achievements.

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