Job description:

" Communication Listening, Writing, Verbal, Non-verbal, Questioning Knowledge Technical, Business, ITSM (useful) Customer service Troubleshooting, Problem solving Increased numbers of incidents and service requests resolved The potential to restore services faster The potential to improve customer satisfaction Provides an opportunity for analysts to educate customers to be more self-sufficient Time management Personal organizational skills"

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases