Description

You will provide technical support and issue resolution for users within a global organization. You act as the primary point of contact for service requests and troubleshooting.

Responsibilities

• Identify, diagnose, and categorize reported queries to provide effective solutions.
• Manage service requests via inbound/outbound calls, chat, and self-service channels.
• Monitor technical issues from initial report through to final resolution.
• Escalate unresolved problems to higher-level support tiers when necessary.
• Advise users on appropriate courses of action and drive continuous service improvement.

Required Skills

• Minimum 2-3 years of experience in a Service Desk Analyst or IT Support role within a global organization.
• Working knowledge of Service Desk roles and responsibilities.
• Understanding of KPI and SLA parameters, including FCR, ASA, and CSAT.
• Ability to deliver customer service across multiple communication channels.
• Strong problem-solving and decision-making capabilities.
• Proven experience in issue identification and technical troubleshooting.
• Any Graduate degree.

Key Skills

Education

Any Graduate