Analyst (Support & Operations)

This Analyst role in Support and Operations provides Level 1 remote desktop support to end users, resolving hardware, software, and network issues via telephone, email, and chat within defined SLA timeframes. You will document all incoming queries, track problem-solving steps, update work logs, and follow the escalation process to route complex issues to second- and third-level IT support specialists. The role requires maintaining high login efficiency, minimizing average handling time, and driving first-call resolution to ensure a positive customer experience and strong CSAT scores. You will also contribute to knowledge base updates and participate in self-development activities to stay current with technical practices. Adherence to quality standards including voice, accent, and technical monitoring guidelines is an ongoing requirement.