Role Description (Analyst)

This position is responsible for providing Service Support for various software applications, with a high degree of customer satisfaction, expertise, accuracy and timelines. Keep users informed about their Incidents’ status at agreed intervals. Log all Incident/Service Request details & functions as the first point of contact for users.


What you’ll do

· Customer handling skills – Call etiquettes

· End to End ticket management

· Basis ITIL concepts of Incident, problem & change management is must

· Experience in managing voice & non-voice support (Calls, chats & email)

· Adhering to SLAs like response time of an email & chat. ASA for calls & etc.

· Performing as per set standard on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, & etc. Zero RED light calls for entire year. Understanding on above metrics is mandate