Senior Analyst – L1 Remote Desktop Support

About the role

The Senior Analyst will independently troubleshoot and resolve assigned tickets while delivering Level 1 remote desktop support. The role focuses on maintaining service quality, meeting SLA commitments, and ensuring a positive customer experience.

Key responsibilities

• Provide Level 1 remote desktop assistance to diagnose and resolve hardware, software, and network issues via telephone, email, or chat within agreed SLA targets.
• Adhere to quality standards, including voice and accent guidelines, technical monitoring, regulatory requirements, and company policies.
• Ensure high customer satisfaction through first‑call resolution, minimal average handling time, and low rates of reopened cases.
• Maintain high availability and login efficiency for customers.
• Document work logs, follow shift and escalation procedures, and route complex problems to second‑ or third‑level support teams.
• Contribute to knowledge‑base updates and pursue self‑development activities.

Required profile

• Proven ability to independently troubleshoot and resolve tickets.
• Experience delivering Level 1 remote desktop support.
• Commitment to quality standards, SLA adherence, and regulatory compliance.
• Strong communication skills to ensure positive customer interactions.
• Willingness to document work and participate in escalation processes.

Required skills

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