
Global Technical Support Specialist
7 days ago
As a Service Desk Analyst, you will play a key role in delivering exceptional customer service and technical support. The ideal candidate will possess excellent communication skills and experience in providing international voice support.
Key Responsibilities:
- Maintain high efficiency in handling escalated calls from the Level 1 team.
- Resolve tickets within agreed Service Level Agreements (SLA) of ticket volume and time.
- Adhere to quality standards, regulatory requirements, and company policies.
- Ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT).
- Update worklogs and follow shift for escalation process and process compliance.
- Handle all queues efficiently and work towards case closure.
Required Skills and Qualifications:
- Hands-on experience in Mobility-related Application & Desktop/General system-related issues.
- Good experience in troubleshooting Outlook, VPN, Citrix, VDI-related issues.
- In-depth knowledge of MS Office/O365.
- Experience in Telecom will be an added advantage.
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