Associate Service Desk Analyst

ob Requirement:

• Excellent English communication skills.

• Required with an experience in international voice profile (global clients) - Inbound/Outbound (technical support). Preferably US.

• Experience with at least L1 Desktop troubleshooting. The role will require L1 ServiceDesk skills as the team only manages L1 troubleshooting for Desktop and third-party application support, the team resolves 60-65% of all issues.

• 2.5 years of experience (preferable)

• Experience working in 24X7 voice support function.

• Ready to work in shifts with non-weekend Weekly offs is a requirement for this role.

• Experience working on ACD (Automatic call distributor) would be preferable.

• Ticket management experience - Preferable with experience in ticketing tools like CASD, Remedy, SNOW etc. Incident management and information on Incident life cycle is a must.

• L1 Experience working on Citrix, AD management, office/desktop trouble shooting will be required.

Job description:

Apart from the above Job Requirements (which will roll into the job description) there are some other business imperatives that are a part of the role.

• The team supports B2B clients. i.e., We induct work through calls/emails/tickets from Hospitals & group of clinics

• The team works in shifts which requires to log into the ACD throughout the shift. A usual shift will be of 9 hour which includes – 8 hours of login and 1 hour of break.

• Daily work would consist of L1 and L2 support for Allscripts applications.

• Daily work would consist of L1 troubleshooting only for Desktop and third-party application support, the team is majorly into catch and dispatch of issue tickets.

• A usual day consists of taking calls, working on emails & tickets to ensure quick resolution is given to the caller and daily follow up on tickets to closure.

• KPIs/KRAs/Goals majorly consists of AHT, Hold time, ASA, Quality, Customer Satisfaction survey scores, Ageing tickets, Escalation(error) management & Absenteeism.