L1 service desk resource work on chat/call support and assist user with Technical and Non- Technical issues.
1.) To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
(2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers.
(4.) 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.
(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