Support Operations Analyst

Job Summary

Providing level 1 remote desktop support, the full-time Support Operations Analyst will resolve tickets related to hardware, software, and network issues 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 problems via telephone, email, and chat within agreed SLAs
• Adhere to quality standards and regulatory requirements while ensuring a positive customer experience through effective problem resolution
• Maintain high availability for customers, update worklogs, and escalate complex issues to higher-level IT support as necessary

Required Qualifications

• Experience in providing technical support or help desk services
• Familiarity with remote desktop support tools and ticketing systems
• Understanding of hardware and software troubleshooting techniques
• Ability to work effectively in a fast-paced environment with minimal supervision
• Knowledge of customer service best practices and metrics