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. You will be the first point of contact for customers, diagnosing and resolving hardware, software and network issues while ensuring service level agreements are met.

Key responsibilities

• Provide L1 remote desktop support via telephone, email or chat, handling tickets within agreed SLA.
• Diagnose and resolve hardware, software and network problems.
• Maintain high customer satisfaction by achieving first‑call resolution and minimizing average handling time.
• Adhere to quality standards, voice and accent guidelines, regulatory requirements and company policies.
• Maintain high availability and login efficiency for customers.
• Document worklogs accurately and follow escalation procedures for complex issues.
• Contribute to knowledge‑base updates and pursue self‑development activities.

Required profile

• Strong communication skills with clear voice and appropriate accent.
• Ability to follow defined processes and quality standards.
• Focus on delivering positive customer experiences and meeting CSAT targets.
• Commitment to continuous learning and knowledge sharing.

Required skills

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