Senior Analyst
Job Summary
Job Description
The Senior Analyst will be responsible for reporting and analytics. They will adhere to quality standards, regulatory requirements, and company policies. They will ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time. The analyst will also maintain high login efficiency and provide level 1 remote desktop support to resolve tickets. They will update worklogs, follow escalation processes, and work on value-adding activities like knowledge base updates and self-development.
Must have:
- Adhere to quality standards and company policies.
- Ensure positive customer experience and CSAT.
- Provide level 1 remote desktop support.
- Update worklogs and follow escalation processes.
Job Details
Job description:
Reporting and Analytics
- To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
- To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
- To maintain high login Efficiency (Availability) for customers.
- 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.
- 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.
- Work on value adding activities such Knowledge base update & self development.
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