To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities - 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.
- Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
- Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions/Reopen Cases.
- Maintain high login efficiency (Availability) for customers.
- Update worklogs and follow shift/escalation process to escalate complex problems to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as necessary.
- Work on value adding activities such as knowledg...