Senior Analyst

Job Summary

Providing level 1 remote desktop support, the full-time Senior Analyst will independently troubleshoot and resolve assigned tickets while adhering to quality standards and service level agreements.

Key responsibilities

• Deliver level 1 remote desktop support to diagnose and resolve hardware, software, and network issues via telephone, email, and chat
• Ensure compliance with quality standards, regulatory requirements, and company policies to maintain a positive customer experience
• Update worklogs, follow escalation processes for complex issues, and contribute to knowledge base updates and personal development

Required qualifications

• Experience in providing remote desktop support and troubleshooting technical issues
• Familiarity with service level agreements (SLAs) and quality assurance standards
• Ability to manage ticket volume and maintain high availability for customers
• Knowledge of hardware, software, and network problem diagnosis
• Commitment to continuous learning and self-development in IT support