Analyst (Support & Operations)

This role involves providing Level 1 remote desktop support to end users by resolving assigned tickets within agreed SLAs and quality standards. You will diagnose and resolve hardware, software, and network issues via telephone, email, or chat, ensuring timely resolution based on ticket volume and time targets. A key focus is delivering a positive customer experience by maximizing First Call Resolution rates while minimizing average handling time and reopened cases. You will maintain high login availability for customers and follow proper escalation processes, routing complex problems to Level 2 and Level 3 support teams as needed. Additionally, you will update work logs accurately, adhere to voice and accent quality standards along with tech monitoring requirements, and contribute to knowledge base updates and self-development activities.