Analyst (Support & Operations)

Lucknow, Uttar Pradesh

Job Summary

We are looking for a proactive and customer\-focused Service Desk Executive to handle real\-time chat support for our clients. The ideal candidate will be responsible for resolving technical issues, answering queries, and ensuring a seamless customer experience through live chat interactions. Key Responsibilities: • Provide first\-level technical support via chat to end\-users. • Troubleshoot hardware, software, and network\-related issues. • Log and track service requests using the ticketing system. • Escalate unresolved issues to appropriate teams. • Maintain a high level of customer satisfaction through timely and effective communication. • Follow standard operating procedures and service desk protocols. • Document solutions and contribute to the knowledge base. Qualifications \& Skills: Education: • Graduate in any discipline (preferably in IT or Computer Science). Experience: • 0–2 years of experience in IT support or customer service (chat process preferred). Skills: • Excellent written communication skills. • Basic understanding of computer systems, networks, and troubleshooting. Classification: Internal • Ability to multitask and manage multiple chat sessions. • Strong problem\-solving and analytical skills. • Familiarity with ticketing tools (e.g., ServiceNow, Zendesk) is a plus. Work Location: Lucknow Employment Type: Full\-time

Key Responsibilities

1\. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.

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

3\. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.

4\. To maintain high login Efficiency (Availability) for customers.

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

6\. Work on value adding activities such Knowledge base update \& self development.

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