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...