L1.5 Service Desk Analyst (Immediate Joiner)

Job Purpose Provide first line technical support to clients, requiring an aptitude for working with applications/ systems to undertake analysis, diagnosis, and resolution of client problems.

Responsibilities

• Follow-up on the progress of the incident until closure. Escalate the unresolved incident to respective unit which may range from very straightforward problems through to more complicated issues.
• Respond to a large volume interaction and efficiently while also providing a high degree of client satisfaction.
• Handle interaction within agreed customer Service Level Agreement (SLA).
• Record and classify all customers’ queries.
• Respond to and diagnose complex incidents in a customer focused environment by demonstrating strong ability to perform Technical Helpdesk Skills.
• Prioritize and resolve issues identified by customers and other teams in a timely manner.
• Update customer on Incident status/resol...