Analyst (Support & Operations)

Experience: Not Available to Not Available years

Location: Thiruvananthapuram, India

Skills: technical support, root cause analysis, customer feedback, remote desktop support, hardware problem diagnosis, software problem diagnosis, network problem diagnosis, First Call Resolution, CSAT, Knowledge base management

Job Summary
To offer advanced technical support, troubleshooting and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities
To adhere to quality standards, regulatory requirements and company policies.
To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
To ensure positive customer experience and CSAT through First Call Resolution,



minimum rejected resolutions / reopen Cases and mitigating security threats.

Key Responsibilities
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.
To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
To maintain high login Efficiency (Availability) for customers.
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.
Work on value adding activities such Knowledge base update & self development.

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