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 adhering to quality standards and ensuring a positive customer experience.

Key Responsibilities

• Provide level 1 remote desktop support to diagnose and resolve hardware, software, and network issues via telephone, email, or chat
• Adhere to quality standards and company policies while maintaining high customer satisfaction through effective problem resolution
• Update worklogs and escalate complex issues to appropriate support specialists as necessary

Required Qualifications

• Experience in providing technical support in a remote environment
• Familiarity with ticketing systems and service level agreements (SLAs)
• Ability to diagnose hardware and software problems effectively
• Knowledge of customer service best practices
• Willingness to engage in self-development and knowledge base updates