Analyst (Support & Operations)

Job Summary

To resolve assigned tickets and provide Level 1 remote desktop support in adherence to the company's agreed SLA and quality standards.

Key Responsibilities

• Provide Level 1 remote desktop support to diagnose and resolve hardware, software, and network issues via telephone, email, or chat within the agreed SLA for ticket volume and response time.
• Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements, and company policies.
• Ensure a positive customer experience and CSAT through first-call resolution and efficient handling time; minimize rejected resolutions and reopen cases.
• Maintain high login efficiency (availability) for customers.
• Update work logs and follow shift and escalation processes; escalate complex problems to appropriate support specialists or route issues to 2nd and 3rd level IT support as applicable.
• Engage in value-added activities such as knowledge base updates and self-development.