Senior Analyst
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Job Summary
To provide level 1 remote desktop support, the full-time Senior Analyst will independently troubleshoot and resolve tickets while ensuring adherence to service level agreements and quality standards.
Key Responsibilities
- Provide level 1 remote desktop support to resolve hardware, software, and network issues via telephone, email, and chat within agreed SLAs
- Ensure compliance with quality standards, regulatory requirements, and company policies to maintain a positive customer experience
- Update worklogs, follow escalation processes for complex problems, and contribute to knowledge base updates and self-development activities
Required Qualifications
- Experience in providing technical support in a remote environment
- Proficiency in troubleshooting hardware and software issues
- Familiarity with service level agreements and customer satisfaction metrics
- Ability to work efficiently under pressure and manage ticket volumes
- Knowledge of IT support processes and escalation procedures
Complete Job Description
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