Service desk analyst

Position Overview (Job Summary): Service Desk
L1 Support Engineer responsible for handling escalated technical issues from L1, ensuring timely resolution, maintaining quality standards, and delivering excellent customer experience in an international voice support environment.
Primary Skills:
- Excellent communication skills with International Voice Support experience
- Strong troubleshooting skills for:
- Mobility-related applications
- Desktop/general system issues
- Outlook, VPN, Citrix, VDI
- In-depth knowledge of MS Office/O365
Secondary Skills:
- Experience in Telecom (added advantage)
Role and Responsibilities:
A. Key Responsibilities
- Handle escalated calls from L1 team efficiently
- Resolve tickets within agreed SLA for volume and time
- Ensure compliance with quality standards (voice, accent, tech monitoring), regulatory requirements, and company policies
- Deliver positive customer experience and maintain CSAT through defined resolution rate, minimal AHT, and reduced reopen cases
- Update worklogs and follow escalation processes
- Manage queues effectively and work toward case closure
B. Additional Responsibilities
- Adhere to process compliance and shift schedules
- Support continuous improvement initiatives
Educational Qualification:
Any Graduation
Certifications:
(Not mandatory but desirable)
- ITIL Foundation
- Microsoft Certifications (O365, Windows troubleshooting)
- Citrix-related certifications