Support & Operations Analyst (L1 Remote Desktop)

About the role

The Support & Operations Analyst provides first‑line (L1) remote desktop assistance, handling hardware, software and network issues for customers. The role focuses on delivering fast, high‑quality resolutions while meeting service‑level agreements (SLAs) and ensuring a positive customer experience.

Key responsibilities

• Deliver L1 remote desktop support via telephone, email or chat, diagnosing and resolving hardware, software and network problems within agreed SLA times.
• Maintain quality standards, including voice and accent guidelines, technical monitoring, and compliance with regulatory and company policies.
• Achieve high customer satisfaction (CSAT) through first‑call resolution, low average handling time (AHT), and minimal case reopens.
• Ensure high availability and login efficiency for customers.
• Accurately log work activities and follow escalation procedures for complex issues, routing them to 2nd or 3rd‑level support as needed.
• Contribute to knowledge‑base updates and pursue continuous self‑development.

Required profile

• Strong commitment to meeting SLA targets and quality standards.
• Excellent communication skills for phone, email and chat interactions.
• Ability to work independently while following defined escalation processes.
• Customer‑focused mindset with a drive to achieve high CSAT scores.

Required skills

• Remote desktop support
• Hardware troubleshooting
• Software troubleshooting
• Network problem diagnosis and resolution
• Ticketing system usage and work‑log documentation