Assistant Manager

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  Responsibilities Monitor performance and report on metrics Oversee 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 role Ability to work under pressure and manage multiple tasks simultaneously. Requirements and skills Willingness to work in a 24 x 7 shift based scenario Ticket logging for all the issues and requests received In-depth knowledge of performance metrics Good troubleshooting skills Excellent communication and leadership skills Organizational and time-management skills