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Senior Analyst

About the Employer

Job Overview

Job Category
Gender preferred
No Preferences
Job Role
Career Level
Qualified Professional - Experienced
Functional Area
Work preferred
Work from Office


Min Experience
1 Years
Max Experience
3 Years


Any Graduation
Post Graduation
Post Graduation Not Required

Job Description


  • Provide Level 1 and Level 1.5 support to clients and partners via email, Chat, Service now and telephone
  • Coordinate issue resolution to ensure all requests are handled appropriately and in a timely manner.
  • Demonstrate a thorough technical understanding of British Council products and services.
  • Proactively pick up calls and emails as per the agreed standards and be the first point of contact for the customer.
  • Navigate meticulously to research on required information using available resources/applications.
  • Provide customers with accurate information and achieve first time resolution.
  • Proactively identify and escalate priority issues to the contacts as per the escalation matrix.
  • Responsible for handling critical incidents.
  • Ensure adherence to individual/ team’s KPIs.
  • Update required tools (CRM etc.) to record every customer interaction promptly.
  • Stakeholder Management
  • Develop and maintain positive relations with clients and partners.
  • Work on ideas and improvement areas for GSD
  • The position holder would be required to work in shifts in 24/7 environment.
  • May require travelling occasionally and working extended hours in case of business requirement
  • The position requires working on weekends.

Skills Required

GSD   MS Office   MCP trained (Win7   Win10   WinXp)   CRM   ITIL   CRM