Analyst (Support & Operations)

Job Summary

JD for the role: Service Desk Agent will provide day to day IT support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts. rnrnService Desk Agent provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. rnrnIdeal candidate should have 2-3 Years’ experience in Windows Desktop support.rnrnPosition Responsibilities and Functionsrn• Provide first level contact and problem resolution for customer issues.rn• Provide timely communication on issue status and resolution.rn• Maintain ticket updates for all reported incidents.rn• Support and troubleshoot Windows 11, Microsoft Office and authorized desktop application.rn• Should have basic knowledge of Mac operating system, to support Apple pc users.rn• Install, upgrade, support and troubleshoot for printers, computer hardware.rn• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.rn• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.rn• Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.rn• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.rnrnCandidate Required Minimum Qualifications and Skillsrn• Bachelor’s Degree or equivalent.rn• Windows 11, Microsoft Active Directory, Utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, rn• Helpdesk ticketing systems (Preferably someone who has used Servicenow)rn• Mobile device management including IOS and Android devices.rn• Proven analytical, troubleshooting and problem-solving skills.rn• Proven ability to multi-task and work with multiple user simultaneously, effectively determine priorities and meet SLA’s.rn• Excellent communication relationship-building and internal customer service skills.rn• Adaptable and flexible in a fast-changing industry and work environment.rn• Willing to work 24*7 as per roster.rn• Polish & French proficient (Minimum B2 Certified in CEFR with Speaking score above 65

Key Responsibilities

1. 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.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. 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.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

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Other Requirements

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