Support Operations Analyst

Job Summary

To resolve assigned tickets and provide L1 remote desktop support, the full-time Support Operations Analyst will diagnose and address hardware, software, and network issues via telephone, email, or chat while adhering to SLA and quality standards.

Key Responsibilities

• Provide level 1 remote desktop support to resolve tickets and diagnose hardware/software/network problems within agreed SLA
• Adhere to quality standards, regulatory requirements, and company policies to ensure a positive customer experience
• Update worklogs and follow escalation processes for complex issues, routing them to appropriate IT support levels

Required Qualifications

• Experience in providing remote desktop support or technical support
• Familiarity with hardware and software troubleshooting
• Knowledge of IT service management and ticketing systems
• Ability to work in a fast-paced environment while maintaining efficiency
• Understanding of customer service principles and practices