Support Operations Analyst
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Job Summary
To provide 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 resolve tickets via telephone, email, or chat within agreed SLA
- Adhere to quality standards, regulatory requirements, and company policies to ensure customer satisfaction
- Update worklogs and escalate complex problems to appropriate support specialists as needed
Required Qualifications
- Experience in providing remote desktop support or technical support
- Familiarity with hardware, software, and network problem diagnosis and resolution
- Understanding of quality standards and customer satisfaction metrics
- Ability to maintain high availability and efficiency in support operations
- Knowledge of escalation processes for IT support
Complete Job Description
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