About this role
We are looking for a level 2 Help Desk Analyst.The analyst will be responsible for driving helpdesk metrics (FCR, MTTR, CSAT, etc)Should act as a POC for escalation calls ; ;ResponsibilitiesMonitor performance and report on metricsOversee day-to-day operation, ensure SLA is met.Motivate and inspire team members, fostering a sense of collaboration and accountability.Manage Help Desk SOPS and address training needs in the team ;Clear concise communication - should have 3+ years of voice experience and 1 year in a supervisor roleAbility to work under pressure and manage multiple tasks simultaneously. ;Requirements and skillsWillingness to work in a 24 x 7 shift based scenarioTicket logging for all the issues and requests receivedIn-depth knowledge of performance metricsGood troubleshooting skillsExcellent communication and leadership skillsOrganizational and time-management skills