Job
Description
Service desk/Technical support/IT Helpdesk
The ideal candidate should possess: Strong technical knowledge and SD background Minimum 1 year experience in trainer role (If hired externally).
Candidate should have good Communication and facilitation skills. Candidate should know how to use excel and presentation Roles and Responsibilities: New hire training session and Handover Content Development and regularly updating it Refresher trainings post TNI Upskill trainings Training Quality Training Throughput.
(1.) To provide support for on call escalations and doing root cause analysis of given issue.
(2.) To independently resolve tickets within agreed SLA of ticket volume and time.
(3.) To adhere to quality standards, regulatory requirements and company policies.
(4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts.
(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.