Senior Support Analyst - Level 1 Remote Desktop Support

We are looking for a Senior Support Analyst to join our team and deliver exceptional remote desktop support services. If you're passionate about problem-solving, customer satisfaction, and working in a fast-paced IT support environment, this is the opportunity for you!

šŸ’¼ Job Summary

As a Senior Support Analyst, you will be responsible for providing high-quality Level 1 technical support to clients via phone, email, and chat. This role requires strong communication skills along with a commitment to meeting SLAs and enhancing customer experience.

šŸš€ Key Responsibilities

  • Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues.
  • Ensure timely resolution of tickets in line with Service Level Agreements (SLA).
  • Maintain high-quality standards in customer interactions, including voice clarity and communication accuracy.
  • Achieve First Call Resolution (FCR) and reduce average handling time while minimizing ticket reopens.
  • Maintain high availability and efficient login practices to support customer needs promptly.
  • Accurately update work logs and follow escalation procedures when required.
  • Contribute to knowledge base updates and engage in continuous learning and skill development.
šŸ› ļø Required Skills & Qualifications
  • Strong verbal and written communication skills in English (Arabic proficiency is essential).
  • Solid understanding of Windows Operating Systems.
  • Experience with remote desktop tools and ticketing systems.
  • Basic knowledge of networking concepts and troubleshooting methodologies.
  • Strong problem-solving ability with a customer-first mindset.
šŸŽ“ Certifications (Preferred)
  • ITIL Foundation (Good to have)
  • CompTIA A+ (Good to have)
šŸ“© Interested candidates can apply via LinkedIn or send their CV to: sanduni.wickr@hcltech.com
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