User Support Technician

Role Overview:

As an L1 Service Desk Analyst, you will be responsible for providing first-level technical support through voice and ticket-based interactions. Your role will involve troubleshooting user issues, managing inbound support calls, working with ticketing tools, and ensuring adherence to SLAs, quality standards, and operational processes. Your strong communication skills, technical aptitude, and ability to work in 24x7 rotational shifts will be crucial in this customer-facing role.

Key Responsibilities:

• Ensure high login efficiency and availability to meet customer support requirements
• Handle and resolve tickets within agreed SLAs for volume and turnaround time
• Manage inbound voice calls, representing approximately 90% of daily tasks
• Provide First Call Resolution (FCR) and work toward minimal AHT and reduced reopen/rejection rates
• Deliver Level 1 remote desktop support following defined SOPs
• Diagnose and resolve issues through user interaction, log analysis, and research
• Respond to user queries via phone, email, instant messaging, and ticketing systems
• Assign incidents/work orders to the appropriate support teams and follow through to closure
• Maintain compliance with voice and technical quality standards, regulatory norms, and organizational policies

Qualification Required:

• Prior experience in International Voice-based Service Desk Support
• Robust communication skills and comfort in a call support environment
• Proficiency in ServiceNow or similar ticketing tools
• Knowledge of Active Directory and RSA Token management
• Troubleshooting skills in VPN, Citrix, and VDI
• Basic proficiency in MS Office applications

Additional Details:

The role requires a minimum educational qualification of Any Graduation. It also involves maintaining accurate work logs and documentation, following escalation protocols, and contributing to customer satisfaction through professional communication and problem-solving. Role Overview:

As an L1 Service Desk Analyst, you will be responsible for providing first-level technical support through voice and ticket-based interactions. Your role will involve troubleshooting user issues, managing inbound support calls, working with ticketing tools, and ensuring adherence to SLAs, quality standards, and operational processes. Your strong communication skills, technical aptitude, and ability to work in 24x7 rotational shifts will be crucial in this customer-facing role.

Key Responsibilities:

• Ensure high login efficiency and availability to meet customer support requirements
• Handle and resolve tickets within agreed SLAs for volume and turnaround time
• Manage inbound voice calls, representing approximately 90% of daily tasks
• Provide First Call Resolution (FCR) and work toward minimal AHT and reduced reopen/rejection rates
• Deliver Level 1 remote desktop support following defined SOPs
• Diagnose and resolve issues through user interaction, log analysis, and research
• Respond to user queries via phone, email, instant messaging, and ticketing systems
• Assign incidents/work orders to the appropriate support teams and follow through to closure
• Maintain compliance with voice and technical quality standards, regulatory norms, and organizational policies

Qualification Required:

• Prior experience in International Voice-based Service Desk Support
• Robust communication skills and comfort in a call support environment
• Proficiency in ServiceNow or similar ticketing tools
• Knowledge of Active Directory and RSA Token management
• Troubleshooting skills in VPN, Citrix, and VDI
• Basic proficiency in MS Office applications

Additional Details:

The role requires a minimum educational qualification of Any Graduation. It also involves maintaining accurate work logs and documentation, following escalation protocols, and contributing to customer satisfaction through professional communication and problem-solving.