Support & Operations Analyst

About the role

The Support & Operations Analyst provides first‑line remote desktop assistance, handling tickets and ensuring issues are resolved within agreed service levels. The role focuses on delivering a positive customer experience while maintaining high availability and efficiency.

Key responsibilities

• Provide Level 1 remote desktop support to diagnose and resolve hardware, software, and network problems via phone, email or chat.
• Adhere to quality standards, voice and accent guidelines, and regulatory requirements.
• Achieve high customer satisfaction (CSAT) through first‑call resolution and low average handling time.
• Maintain high login efficiency and availability for customers.
• Update worklogs 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

• Strong communication skills with clear voice and accent.
• Commitment to meeting SLA targets and quality standards.
• Customer‑focused mindset aiming for high CSAT scores.
• Ability to work efficiently and maintain high system availability.

Required skills

• Remote desktop support
• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting