Support Operations Analyst

Job Summary

To provide effective L1 remote desktop support, the full-time Support Operations Analyst will resolve assigned tickets, diagnose hardware/software/network issues, and ensure adherence to quality standards while working remotely.

Key Responsibilities

• Provide level 1 remote desktop support to resolve tickets and diagnose hardware/software/network issues via telephone, email, or chat within agreed SLAs
• Adhere to quality standards and regulatory requirements while ensuring a positive customer experience through First Call Resolution
• Maintain high login efficiency and update worklogs while escalating complex problems to appropriate support specialists

Required Qualifications

• Experience in remote desktop support or technical support roles
• Familiarity with hardware, software, and network troubleshooting
• Ability to work within defined SLAs and quality standards
• Knowledge of customer service principles and practices
• Willingness to engage in self-development and knowledge base updates