[I-CGS]Global Support - Analyst, Global Support

• Support internal and external users using application/s
• Respond to inquiries via phone, email and chat
• Create/update/follow-through on tickets to resolution
• Meet SLAs and individual metrics
• Recommend/update process improvements
• Mentor/train new helpdesk agents
• Sense of urgency and ability to escalate system outages to Helpdesk Management
• Must Maintain Confidential Information and Follow Procedures for Work processing

Minimum Qualifications

• Excellent English communication skills (Written & Verbal)
• Bachelor’s Degree and 1-3 year’s work experience in a Helpdesk call center
• Strong user-facing, customer service, communication.

• Demonstrates a high level of professionalism and strong work ethic
• Good problem-solving, troubleshooting and analytical skills
• Proficient with Microsoft Office – Excel, Word, Outlook and Internet
• Flexible to work any shift, including weekends and holidays (24x7 Helpdesk)

Rotational Shift Timings: