Job Description

Job Title: Helpdesk Analyst/ IT Analyst- International Voice ProcessBangalore(Remote)To respond to customer and internal staff queries over the telephone, via remote
access or via email promptly in a professional and timely manner.
? To follow up on customer enquiries appropriately.
? To analyse issues, identify the cause and provide customer centric solutions to resolve
system and process issues
? Striving to improve Customer Experience by providing accurate and timely resolution.
? Consistently achieving KPI targets.
? To assess severity of issues based on the procedures to appropriately utilise expert
internal resources and escalate to management team
? To accurately log all customer interactions in the Dictate IT issue management system
to enable measurement of response times, types of queries and areas where
preventative action will be appropriate
? To gain an in depth understanding of the core and customised software deployed
across each client site
? To help maintain service levels in readiness for management team to assess customer
and performance reports
? General support related queries (assisting customers and other helpdesk members
? Executing Ad-Hoc SQL reports for customers/colleagues.
Occasional Duties:
? To carry out any other reasonable duties and responsibilities as assigned or as dictated
by unexpected Business levels.
Key skills required? Excellent English oral and written communication skills
? Problem solving skills
? Ability to prioritise and manage workloads
? Attention to detail
? Ability to work both independently and as part of a team
? Experience using Microsoft Office
? Experience and training in troubleshooting and providing supportJob Type: Full-timePay: ?35,000.00 - ?45,000.00 per monthSchedule:

• US shift

• International Voice Process: 4 years (Preferred)
• SQL: 4 years (Preferred)
• Technical Analyst voice process: 4 years (Preferred)

• Fluent English (Preferred)