Analyst (Support & Operations)

Provide Level 1 remote desktop support by resolving assigned tickets involving hardware, software, and network issues through telephone, email, and chat. Meet agreed service-level agreements (SLAs) and quality standards, maintain positive customer experience and customer satisfaction (CSAT), document worklogs, follow shift and escalation procedures, route complex issues to Level 2 or Level 3 IT support teams, update knowledge-base documentation, and participate in continuous learning.

Relevant skills

• Desktop and technical troubleshooting
• Basic hardware and software support
• Network issue diagnosis
• L1 remote support
• Ticket management and documentation
• Telephone, email, and chat communication
• SLA compliance
• Customer service and CSAT
• First Call Resolution (FCR)
• Worklog maintenance
• Issue escalation to L2/L3 teams
• Knowledge-base updates
• Shift adherence and availability