Job Description
Senior analyst
Job Summary
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Location: Pune
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Project role: Senior analyst
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Qualification: BE/B.Tech (Hons)
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Experience: 0-2.5 Years
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Skills: Desk Side Services
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No. of positions: 1
Job description:
JD attached
- To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
- To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
- To maintain high login Efficiency (Availability) for customers.
- To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
- To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
- Work on value adding activities such Knowledge base update & self development.