Senior Analyst
Job Summary
Providing level 1 remote desktop support, the full-time Senior Analyst will independently troubleshoot and resolve assigned tickets while ensuring adherence to quality standards and customer satisfaction metrics.
Key Responsibilities
- Provide level 1 remote desktop support to diagnose and resolve hardware, software, and network issues via telephone, email, and chat within agreed SLAs
- Adhere to quality standards and company policies to ensure a positive customer experience and high customer satisfaction ratings
- Maintain high login efficiency and update worklogs, escalating complex issues to appropriate support specialists as needed
Required Qualifications
- Experience in providing remote desktop support or technical support
- Familiarity with troubleshooting hardware, software, and network problems
- Ability to work within established SLAs and quality standards
- Understanding of customer service principles and practices
- Proficiency in using ticketing systems and logging work activities
Complete Job Description
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