Job Description

Job Summary

The Analyst in Support & Operations plays a crucial role in delivering exceptional Level 1 remote desktop support. This position focuses on resolving technical issues efficiently while adhering to service level agreements (SLAs) and maintaining high standards of quality. The Analyst is pivotal in enhancing customer satisfaction and ensuring a seamless user experience.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, Or Chat, Ensuring Adherence To Ticket Volume And Sla Timelines.
2. Uphold Quality Standards In Voice And Accent Communication, And Comply With Regulatory Requirements And Company Policies During Interactions With Customers.
3. Strive For Positive Customer Experiences By Achieving First Call Resolution And Minimizing Average Handling Time, While Effectively Managing Rejected Resolutions And Reopened Cases.
4. Maintain High Availability And Login Efficiency To Ensure Prompt Assistance For Customers During Support Interactions.
5. Document Worklogs Accurately And Follow Established Shift And Escalation Processes To Route Complex Issues To The Appropriate Support Specialists Or Higher-Level It Support Teams.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Initiatives To Enhance Support Capabilities.

Skill Requirements

1. Proficient In Mandarin And English With Strong Verbal And Written Communication Skills.
2. Basic Understanding Of Windows Operating Systems And Common Hardware/Software Issues.
3. Familiarity With Remote Desktop Support Tools And Ticketing Systems.
4. Strong Problem-Solving Skills And Customer Service Orientation.
5. Knowledge Of Quality Standards And Regulatory Requirements In It Support.

Other Requirements

1. Optional But Valuable: Itil Foundation Certification.
2. Optional But Valuable: Comptia A+ Certification