Senior Support & Operations Analyst

About the role

The Senior Support & Operations Analyst provides first‑line (L1) remote desktop assistance, diagnosing and resolving hardware, software and network issues for customers. The role focuses on meeting service‑level agreements, maintaining high availability, and delivering a positive customer experience.

Key responsibilities

• Deliver L1 remote desktop support via phone, email or chat, handling tickets within agreed SLA and time targets.
• Diagnose and resolve hardware, software and network problems, ensuring first‑call resolution and low average handling time.
• Follow quality standards for voice, accent and technical monitoring, and comply with regulatory and company policies.
• Maintain high login efficiency and availability for customers.
• 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

• Strong communication skills with clear voice and accent.
• Ability to work under pressure while meeting SLA and quality metrics.
• Customer‑focused mindset aiming for high CSAT scores.
• Attention to detail in logging and following escalation processes.

Required skills

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