Senior Analyst – L1 Remote Desktop Support

About the role

We are looking for a Senior Analyst to deliver Level 1 remote desktop support, troubleshooting hardware, software and network issues for our customers. The role requires strict adherence to service‑level agreements and a focus on delivering a positive customer experience.

Key responsibilities

• Respond to tickets via telephone, email or chat, diagnosing and resolving hardware, software and network problems.
• Maintain compliance with quality standards, including voice and accent guidelines and technical monitoring requirements.
• Achieve first‑call resolution targets while keeping average handling time within agreed limits.
• Maintain high availability and log all activities accurately in the work‑log system.
• Escalate complex issues to second‑ or third‑level support teams following the defined escalation process.
• Contribute to knowledge‑base updates and pursue self‑development activities.

Required profile

• Strong analytical mindset with the ability to troubleshoot a wide range of IT issues.
• Excellent communication skills, both written and verbal, to interact with customers professionally.
• Ability to work under pressure while meeting SLA targets.
• Commitment to continuous learning and knowledge‑base contribution.

Required skills

• Remote desktop support tools
• Ticketing system