Analyst- Dwp
Il y a 2 mois
Lyon
0-2.5 Years
France
**Job Description (Posting).**
Job Responsibility Weightage(%)To provide support for on call escalations and doing root cause analysis of given issue 25To independently resolve tickets within agreed SLA of ticket volume and time 15To adhere to quality standards, regulatory requirements and company policies 30Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts 20To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases 10 (1.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases (2.) To work on value adding activities such Knowledge base update and self development (3.) To achieve KPI targets, follow defined processes and adhere to ITIL delivery and quality standards ,regulatory requirements and company policies. (4.) To attend customer callorchatsormails and resolve tickets within agreed SLA of ticket volume and time. (5.) To maintain high login Efficiency (Availability) for customers, document identified risks, issues, mitigation plans and support in execution of BCPorDR plans
**Qualification**
B-Tech
**No. of Positions**
1
**Skill (Primary)**
DWP-FSS-Desk Side Services
**Employee Group**
Business Line FT
**City**
Paris
**Entity**
INFRA
**Auto req ID**
1392743BR
**Expected Date of Closure**
20-Jun-2024
**Reporting Manager Designation**
TECHNICAL SPECIALIST
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