Service Desk Analyst - Level 1 Support

You will be responsible for primary user support and customer service by:

• Responding to queries from all calls, portal, emails, chats from the client
• Becoming familiar with each client and their respective applications/processes
• Learning fundamental operations of commonly-used software, hardware, and other equipment
• Following standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
• Ensuring that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
• Managing all queries or escalating if not resolved as per the defined helpdesk policies and framework

You will also be required to perform regular MIS & resolution log management on queries raised by:

• Recording events and problems and their resolution in logs
• Following up and updating customer status and information
• Passing on any feedback, suggestions, escalations by customers to the appropriate internal team
• Identifying and suggesting improvements on processes, procedures, etc. You will be responsible for primary user support and customer service by:
• Responding to queries from all calls, portal, emails, chats from the client
• Becoming familiar with each client and their respective applications/processes
• Learning fundamental operations of commonly-used software, hardware, and other equipment
• Following standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
• Ensuring that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
• Managing all queries or escalating if not resolved as per the defined helpdesk policies and framework

You will also be required to perform regular MIS & resolution log management on queries raised by:

• Recording events and problems and their resolution in logs
• Following up and updating customer status and information
• Passing on any feedback, suggestions, escalations by customers to the appropriate internal team
• Identifying and suggesting improvements on processes, procedures, etc.