Sr Analyst

About the Role

Sr Analyst Others, Maharashtra **Job Summary** --------------- 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** ------------------------ 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.