Analyst

Role Title L1 Store Help Desk Agent Reports To Service Delivery Lead — Store Operations Domain Store Help Desk & Operations (Reactive) Location Offshore India – Noida Shift Coverage 24×7 rotational shifts Experience 1–3 years in voice support / help desk / retail technology support Education Bachelor's degree in any discipline · ITIL Foundation preferred · neutral English accent required ROLE SUMMARY L1 Store Help Desk Agents are the front line of the largest support domain. Fifteen agents across rotating 24×7 shifts handle inbound calls and tickets from Client store associates and managers across 500 stores. The role is high-volume (~360 tickets/day across the team), voice-led (calls come in via Cisco UCCX), and time-pressured (P1 store-down has a 10-minute response SLA). Agents follow Agent Assist runbook prompts, resolve what they can on first contact (target 70% FCR), and escalate to L2 only when the issue exceeds L1 scope. KEY RESPONSIBILITIES Answer inbound calls from Client stor...