Overview:
TekWissen is a global workforce management provider throughout India and many other countries in the world. The below job opportunity is to one of our clients who is a part of a trusted global innovator of IT and business services headquartered in Tokyo. We help clients transform through consulting, industry solutions, business process services, IT modernization and managed services. This client enables us to move confidently into the digital future. This client committed to Long Term success and combine global reach with local client attention to serve them in over 50 Countries.
Position: Helpdesk Senior Analyst
Location: Bangalore/Hyderabad
Work Type: Hybrid
Job Type: Full Time
Job Description:
- Provides second-level technical support
- Assigns incidents to appropriate resolution team and tracks through to completion
- Uses troubleshooting techniques and tools to identify technical defects/issues
- Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
- Clearly and concisely logs and tracks details of solutions provided to resolve customer issue, maintaining and updating appropriate databases
- Consistently performs to set targets
- Identifies first-level support coaching and training needs, prioritises and delivers improvements.
- Acts as escalation point for first-level support
- Handles customer escalations and is responsible for team customer satisfaction targets.
- Adheres to documented daily quality metric processes
- Analyses and reports on trends in team quality metrics, identifying and driving improvement actions.
- Maintains expert knowledge of support tools/services/applications along with future industry products and technologies
- Complies with schedule adherence to ensure overall service level targets are achieved
- Identifies and provides input on unique or recurring customer problems
Experience required:
- 8+Years
TekWissen® Group is an equal opportunity employer supporting workforce diversity
…