Requisition ID 87477 – Posted
Job Summary
To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities
1. 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.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen reputed company.
4. To maintain high login Efficiency (Availability) for customers.
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
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Other Requirements
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Provides Level 1 remote desktop support, resolves hardware, software, and network issues, follows service-level agreements, documents worklogs, and escalates complex problems.
Key Responsibilities
• resolving tickets
• updating worklogs
• escalating problems
Job reputed company
• Category: Information Technology
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — Europe
• Languages: English
About reputed company
A global IT services and technology company delivering AI, engineering, and cloud solutions to enterprises. — Industry: Information Technology
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