Job Description

Job Summary

The Analyst in Support & Operations plays a vital role in delivering high-quality Level 1 remote desktop support. This position is essential for ensuring the effective resolution of tickets while adhering to service level agreements (SLAs) and maintaining a positive customer experience through efficient problem diagnosis and resolution.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat, Ensuring Adherence To Sla For Ticket Volume And Resolution Time.
2. Maintain Quality Standards In Voice And Accent As Well As Technical Monitoring, Ensuring Compliance With Regulatory Requirements And Company Policies.
3. Enhance Customer Satisfaction (Csat) By Achieving First Call Resolution And Minimizing Average Handling Time (Aht) While Reducing Rejected Resolutions And Reopened Cases.
4. Ensure High Availability And Efficiency By Maintaining Login Efficiency And Being Accessible To Customers During Support Hours.
5. Update Work Logs Accurately And Follow Established Shift And Escalation Processes To Route Complex Issues To Appropriate Support Specialists Or 2Nd And 3Rd Level It Support Teams As Needed.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Improve Skills And Service Quality.

Skill Requirements

1. Proficiency In English And German Languages For Effective Communication.
2. Basic Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Familiarity With Hardware And Software Troubleshooting Methodologies.

Other Requirements

1. Optional But Valuable Certifications, Such As Itil Foundation Or Comptia A+, To Enhance Support And Operational Effectiveness