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.