Job Title: Senior Analyst
Location: Noida
Project Role: Senior Analyst
Qualification: B.Tech
Experience Required: 0 to 2.5 Years
Skills Required: Service Desk
Key Responsibilities:
Provide 1st line technical support via telephone, email, or chat for hardware, software, and network-related issues.
Diagnose and resolve or appropriately route incidents and service requests.
Coordinate with vendors and internal support teams for issue resolution.
Administer user access and exit controls.
Document and manage problems and service requests using a call tracking system.
Collaborate with peers for knowledge sharing, process improvement, and team development.
Gain technical knowledge from support teams to resolve recurring issues.
Serve as a project leader or team member for internal projects.
Participate in training programs to enhance technical and support skills.
Troubleshoot mobile devices (AirWatch, Mobile Iron, Blackberry, Good for Enterprise – optional).
Be flexible to work in shifts and on national holidays as required.
Technical Requirements:
Experience with Windows client operating systems (Windows 7, 8, 10).
Experience with Windows server operating systems (Windows 2000, 2003, 2008).
Knowledge of remote desktop tools (TeamViewer, LiveMeeting, Windows Remote Assistance).
Familiarity with Lync and Office Communications Server (OCS).
Proficiency in MS Office Suite (Word, Excel, PowerPoint, Outlook).
Experience using internet browsers (Internet Explorer, Chrome, Firefox).
Understanding of antivirus and firewall software.
Good knowledge of desktop and laptop hardware and peripherals (printers, scanners).
Basic troubleshooting for mobile OS (iOS, Android, Windows).
Fluent in the respective language (B2 level and above).
Performance Expectations:
Adhere to quality standards (voice and accent, technical monitoring), regulations, and company policies.
Ensure high customer satisfaction (CSAT) through First Call Resolution and minimal Average Handling Time (AHT).
Maintain high login efficiency and availability for handling customer queries.
Update work logs and escalate issues according to defined processes.
Engage in value-added tasks such as updating the knowledge base and continuous learning.
