Senior Analyst – L1 Remote Desktop Support

About the role

We are looking for a Senior Analyst to deliver Level‑1 remote desktop support, handling tickets and ensuring quick resolution in line with our service level agreements. The role focuses on diagnosing hardware, software and network issues for end‑users while maintaining high customer satisfaction.

Key responsibilities

• Respond to tickets via telephone, email or chat and resolve hardware, software and network problems within agreed SLA.
• Maintain quality standards for voice, accent and technical monitoring, and comply with regulatory and company policies.
• Achieve first‑call resolution, keep average handling time low, and minimize case re‑opens.
• Maintain high availability by logging in promptly and updating work logs.
• Escalate complex issues to 2nd‑ and 3rd‑level support following shift and escalation procedures.
• Contribute to knowledge‑base updates and pursue self‑development activities.

Required profile

• Strong communication skills with a clear voice and accent suitable for customer interaction.
• Ability to work under SLA pressure while delivering consistent quality.
• Commitment to continuous learning and knowledge‑base contribution.

Required skills

• Remote desktop support
• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting
• Ticketing system usage