Desk Side Services

(1.) To adhere to quality standards (voice and accent Tech Monitoring) regulatory requirements and company policies.

(2.) To maintain high login Efficiency (Availability) for customers.

(3.) To provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.

(4.) To update worklogs and follow shift or escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be.

(5.) Work on value adding activities such Knowledge base update and self development.

(6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT) rejected resolutions or Reopen Cases.