Support & Operations Analyst (L1 Remote Desktop)

About the role

We are looking for a proactive Analyst (Support & Operations) to deliver Level‑1 remote desktop assistance. The role focuses on resolving tickets, diagnosing hardware, software and network issues, and ensuring a high‑quality customer experience within defined service‑level agreements.

Key responsibilities

• Provide L1 remote desktop support via telephone, email or chat, handling tickets in line with SLA targets.
• Diagnose and resolve hardware, software and network problems, aiming for first‑call resolution and low average handling time.
• Maintain compliance with quality standards, regulatory requirements and company policies.
• Ensure positive customer satisfaction (CSAT) by minimizing rejected resolutions and reopened cases.
• Maintain high availability and login efficiency for end‑users.
• Document worklogs accurately and follow escalation procedures to route complex issues to 2nd/3rd‑level support.
• Contribute to knowledge‑base updates and pursue self‑development activities.

Required profile

• Experience delivering Level‑1 remote desktop support.
• Ability to work within SLA constraints and adhere to quality standards.
• Strong focus on customer satisfaction and efficient ticket handling.

Required skills

• Remote desktop troubleshooting.
• Hardware, software and network problem diagnosis.